Code of Conduct

1. Key Commitments

WikiWorx will:-

  • Act in a fair, reasonable and
    responsible manner in all its dealings with its customers and potential
    customers.

  • Ensure that all products and services
    meet the specifications contained in WikiWorx’s license and in all relevant
    laws and regulations.

  • Not unfairly discriminate against or
    between its customers and potential customers on the basis of race, gender,
    sex, age, religion, belief, disability, ethnic background or sexual
    orientation.

  • Respect the constitutional right to
    freedom of speech and expression.

  • Display utmost courtesy and care when
    dealing with its customers.

  • Provide its customers and potential
    customers with information regarding services and pricing.

  • Upon request provide its customers and
    potential customers with guidance in regard to their customer needs.

  • Keep its customers’ personal information
    confidential.

  • And advise its customers to refer a
    complaint to the Authority, where WikiWorx has failed to resolve the complaint
    to the satisfaction of the customers.

2. Consumer rights

Your rights in terms of the services
that WikiWorx provides include (without limitation) the right to:

  • Be provided with the required service
    without unfair discrimination.

  • Choose the service provider of your
    choice.

  • Receive a copy of this Code of Conduct
    and Service Charter in English as determined by WikiWorx.

  • Access and question records and
    information held by WikiWorx.

  • The protection of your personal data,
    which includes the right not to have your personal data sold to third parties.

  • Lodge a complaint.

3. Minimum service standards offered by WikiWorx

  • WikiWorx will endeavor to attain a 100%
    success rate in meeting your request for a service.

  • WikiWorx can be contacted either by
    phone: 034 9808 279, fax: 086 515 4182 or email:

  • office@ wikiworx.co.za for all customer queries, accounting and service
    problems.

4. Consumer protection and provision of information to customers

WikiWorx provides the following
information on their web site: 

  • Registered name, email address, telephone
    numbers and physical address.

  • WikiWorx has a website that contains
    their Code of Conduct, complaints and disciplinary procedure.

  • WikiWorx has an Acceptable Use Policy (AUP)
    for their Internet access services. This policy is made available to customers
    prior to the commencement of any service agreement and at any time thereafter,
    on request.

  • In their dealings with consumers, other
    businesses, WikiWorx acts fairly, reasonably, professionally and in good faith.
    In particular, pricing information for services is clearly and accurately
    conveyed to customers and potential customers.

  • WikiWorx comply with all compulsory
    advertising standards and regulations.

5. Standard terms and conditions

WikiWorx provides access to standard
terms and conditions on their web site. These terms and conditions are
available to any potential customer prior to the commencement of any contract.

Standard
terms and conditions contain:-

  • All information and terms relevant to
    the relationship with the recipient of the service 

  • A requirement that the customer will not
    knowingly create, store or disseminate any illegal content

  • A commitment to lawful conduct in the
    use of the services, including copyright and intellectual property rights

  • And an undertaking, not to send or
    promote the sending of spam.

  • Standard terms and conditions gives
    WikiWorx the right to remove any content hosted by a customer which it
    considers illegal or for which it has received a take-down notice.

  • Standard terms and conditions WikiWorx
    has the right to suspend or terminate the service of any customer, that does
    not comply with the terms and conditions, Acceptable
    Use Policy
    or any other contractual obligations.
     

6. Billing Complaints Handling Procedure

You are required to direct billing
complaints to office@wikiworx.co.za. The complaint is required to be
accompanied by the following:

  • A copy of the bill concerned or the
    particulars thereof, e.g. the account number.

  • The reason for the dispute.
  • The amount in dispute.
  • Supporting information or documentation,
    if any.

WikiWorx will reach a determination
regarding the billing complaint and communicate its decision to you within
fourteen (14) working days of receipt of your complaint; however, we will
endeavor to resolve 90% of billing complaints within four (4) working days.

You may approach the Authority for
resolution of the dispute, should you not be satisfied with the outcome of the
dispute as determined by WikiWorx.

The dispute will be referred to the
Complaints and Compliance Committee of the Authority in terms of section 17 (H)
of the ICASA Act, in the event that the dispute is not resolved by the Authority
itself as contemplated.

7. Complaints handling, resolution and escalation procedure

All complaints other than billing
complaints must be submitted to WikiWorx and will be dealt with by WikiWorx in
accordance with the provisions of this clause 6.

You are required to afford us an
opportunity to resolve a compliant before you approach the Authority.

You are required to direct your
complaint to office@wikiworx.co.za. Your complaint should include the
following:

  • Your name and surname
  • Your account number
  • The date on which the complaint arose;
    and

  • A brief description of what gave rise to
    the complaint.

WikiWorx will acknowledge receipt of
your complaint within 3 (three) working days of receipt thereof.

WikiWorx will formally resolve your
complaint in writing within 7 (seven) working days of receipt thereof, or
within a longer period as we may agree to under circumstances, where the
resolution of the complaint is for example (but without limitation) in the
hands of a supplier or third party service provider.

You may approach the Authority, for
resolution of the dispute, should you not be satisfied with the outcome of the
dispute as determined by WikiWorx.

The dispute will be referred to the
Complaints and Compliance Committee of the Authority in terms of section 17 (H)
of the ICASA Act in the event that the dispute is not resolved by the Authority
itself as contemplated in clause 6.5.

8. Unsolicited communications (“spam”)

WikiWorx does not send or promote the
sending of unsolicited bulk email and does take reasonable measures to ensure
that their networks are not used by others for this purpose. WikiWorx does also
comply with the provisions of section 45(1) of the ECT Act, and does not send
or promote the sending of unsolicited commercial communications, that do not
comply with the provisions of section 45(1) of the ECT Act.

WikiWorx provides a facility for dealing
with complaints regarding unsolicited bulk email and unsolicited commercial
communications that do not comply with the provisions of section 45(1) of the
ECT Act originating from their networks and does react expeditiously to
complaints received.

9. Cyber crime

WikiWorx takes all reasonable measures
to prevent un-authorized access to, interception of, or interference with any
data on their network and under their control.

10. Protection of minors

  • WikiWorx takes reasonable steps to
    ensure that they do not offer paid content subscription services to minors
    without written permission from a parent or guardian.
  • WikiWorx provides Internet access
    customers with information about procedures and software applications which can
    be used to assist in the control and monitoring of minors’ access to Internet
    content. This requirement does not apply to corporate customers where no minors
    have Internet access.
  • Where a minor to use any of the WikiWorx`s
    services or access its websites, the parent/legal guardian of the minor are
    fully responsible for: the minor’s online conduct; controlling the minor’s
    access to and use of any services or websites. The consequences of any misuse
    by the minor, including but not limited to transactions entered into by the
    minor using such access, is the full responsibility of the parent/legal
    guardian.
  • (Please refer to our Acceptable Use Policy – “Protection of minors”) 

11. Lawful conduct

  • WikiWorx conduct themselves lawfully at
    all times and co-operate with law enforcement authorities where there is a
    legal obligation to do so.
  • WikiWorx respects intellectual property
    rights and not knowingly infringe such rights.
  • WikiWorx uphold and abide by this Code
    of Conduct and adhere to the associated complaints and disciplinary procedures.
     

12. Unlawful content and activity

  • There is no general obligation on WikiWorx
    to monitor services provided to customers, but WikiWorx is obliged to take appropriate
    action where it becomes aware of any unlawful content or conduct.
  • WikiWorx does not knowingly host or
    provide links to unlawful content.
  • If WikiWorx becomes aware of conduct or
    content which has been determined to be illegal, it will suspend or terminate
    the relevant customer’s service and report the conduct or content to the
    relevant law enforcement authority.

13. Compliance with the Code of Conduct

  • WikiWorx will investigate complaints
    made in accordance with this Code of Conduct, unless such complaints are
    frivolous, unreasonable, vexatious or in bad faith.
  • WikiWorx will make all reasonable
    efforts to resolve complaints in accordance with the complaints procedure.

14. Provision of Information

Information regarding the broad range of
services, products and packages on offer, the tariff rates, charges and fees
applicable to WikiWorx ‘s services, products and packages as well as the terms
and conditions applicable to WikiWorx services, products and packages, WikiWorx
privacy and confidentiality policy WikiWorx payment policy and relevant contact
details are available:

  • On our homepage at www. wikiworx.co.za
  • On the application forms required to be
    completed in order to receive a service
  • Our billing and complaints handling
    procedures are contained in this Code
  • We will provide you with an itemized
    bill or invoice on request.

Your application for a service or
product may be subject to a credit referencing or risk assessment process. This
means that WikiWorx may request and receive your Confidential Information,
Consumer Credit Information and Prescribed Information (as defined in the
National Credit Act, 2005) (“Assessment Information”) from registered credit
bureaus in order to perform a financial means test, in order to determine
whether you will be in a position to meet your obligations under the intended
agreement.

WikiWorx is entitled to perform a
financial means test each time when you apply for a service/ product and
package.