Openlinx Code of Conduct & Service Charter
Contents
Introduction
Interpretation
Our Core Commitments
Consumer Rights
Consumer Confidentiality
General Terms
Complaints & Billing Complaints Process
Minimum Service Standards
Introduction
Openlinx (Pty) Ltd (“Openlinx”) provides electronic communications network services and electronic communications services under licences issued by the Independent Communications Authority of South Africa (“ICASA”).
As a licensed service provider, Openlinx must comply with, among other regulatory obligations:
These regulations establish minimum conduct expectations and service quality standards for all consumers.
This Code of Conduct & Service Charter outlines how Openlinx meets these responsibilities and protects our customers.
Interpretation
References to “days” mean Monday to Friday, excluding South African public holidays.
References to “hours” mean Openlinx’s normal operating hours:
Monday–Friday: 08:00–20:00
Weekends & Public Holidays: 09:00–15:00
Any words or phrases defined in the applicable ICASA regulations will have the same meaning in this Charter.
This document explains how Openlinx complies with ICASA requirements and does not limit any rights or obligations established by other laws, regulations, or Openlinx policy documents.
Our Core Commitments
Openlinx is committed to providing professional, transparent, and lawful service. We aim to:
Treat all customers fairly, reasonably, and with respect.
Ensure our products and services align with our licence obligations and all applicable regulations.
Never discriminate unfairly against consumers based on race, gender, belief, disability, age, ethnicity, or sexual orientation.
Offer assistance, guidance, and accurate information about our services and pricing.
Maintain professional and courteous conduct at all times.
Protect the confidentiality of customer information.
Advise customers of their right to escalate unresolved complaints to ICASA.
Consumer Rights
Consumers have the following rights, including but not limited to:
The right to receive services without unfair discrimination.
The right to choose a service provider.
The right to request information in their preferred language(s).
The right to access and question personal information held by Openlinx.
The right to have personal data protected and not sold or shared without explicit permission.
The right to port telephone numbers in accordance with regulations.
The right to lodge complaints and receive feedback.
The right to fair redress.
Consumer Confidentiality
Openlinx is committed to safeguarding consumer information and will:
Not disclose customer details to third parties without proper consent.
Use customer information strictly for account management, billing, and service provision.
Only release information:
with written consent from the customer or their legal representative;
when required by court order;
when necessary for debt collection through accredited agencies;
to our auditors for accounting and compliance purposes;
when required by law.
General Terms
Openlinx will provide clear communication about billing, payment procedures, and any changes affecting these processes.
Applications for new or modified services may be subject to credit checks through accredited credit bureaux. By applying, consumers consent to the processing of their information for these purposes and as required by the National Credit Act 34 of 2005 (as amended).
If equipment supplied by Openlinx is found to be defective, we will assess the issue and repair or replace the device in line with the manufacturer’s warranty. Temporary arrangements may be provided while repairs or replacements are in progress.
Complaints & Billing Complaints Process
Consumers may submit complaints using any of the following channels:
Online via the Openlinx website: openlinx.co.za
Postal address: Openlinx, 36 Valley Pride, 1007 Tanga Street, Strubens Valley
Email: info@openlinx.co.za
Telephone: +2710 822 2532
When a complaint is received, Openlinx will:
Acknowledge the complaint and log it internally.
Request any supporting documents if needed.
Investigate and provide a response within 48 hours where possible.
Communicate the final outcome within 14 days of receiving the complaint.
Openlinx will not suspend or disconnect services, charge penalties, or begin collection processes for any matter under investigation until the complaint is resolved.
Escalation to ICASA
A consumer may escalate a complaint to ICASA only when:
They dispute Openlinx’s final resolution; or
Openlinx fails to respond within the required timeframes.
ICASA’s consumer complaint procedures can be viewed on their official website.
Any complaint referred to Openlinx by ICASA will be handled according to ICASA’s prescribed processes and deadlines.
Minimum Service Standards
In line with the End-User and Subscriber Service Charter Regulations (2016, as amended), the following minimum service levels apply to relevant service categories:
95% network service availability over a 6-month period.
95% service availability for electronic communication services over 6 months.
Fixed Services: 95% of residential installations completed within 30 days.
Fixed Wireless: 95% activation success within 48 hours over 6 months.
Mobile Services: 99% activations within 48 hours over 6 months.
Fixed Services Faults: 90% resolved within 5 days.
Mobile Services Faults: 95% resolved within 24 hours.
Call setup success ratio: ≥ 98%.
Call setup time: ≤ 9 seconds.
Dropped call ratio: ≤ 3%.
Speech quality MOS: ≥ 3 or ≥ 3.5 depending on service type.
SMS delivery success rate: ≥ 98%.
SMS delivery time: ≤ 10 seconds.
Application throughput downloads: ≥ 5 Mbps.
Upload throughput: ≥ 1.5 Mbps.
RTT/Latency: ≤ 100ms.
Web page access success: ≥ 95%.
Web page completion success: ≥ 95%.
Web page load time: ≤ 5 seconds.
Video streaming completion: ≥ 95%.
Video streaming cut-off ratio: ≥ 95%.
Openlinx will not be held liable for failing to meet minimum service standards where such failures fall outside our reasonable control.
Openlinx may amend or update this document at any time without prior notice.
Take Down notice requirement for ISPA Code of Conduct compliance
In terms of section 75 of the Electronic Communications and Transactions Act (“the Act”) Openlinx (Pty) Ltd has designated the Internet Service Providers’ Association (ISPA) as an agent to receive notifications of infringements as defined in Section 77 of the Act.
Internet Service Providers’ Association (ISPA)
Telephone: 010 500 1200
Take-down notice email: complaints@ispa.org.za
What is an AUP?
An Acceptable Use Policy (AUP) outlines the guidelines and conditions for using our services. While many of these rules are based on legal obligations, they also help us maintain a secure and reliable network for all users.
Acceptance of this AUP
By using our services, you acknowledge and agree to comply with this AUP. Failure to follow these guidelines may result in the suspension or termination of your access to our services.
Prohibited Use
Engaging in any criminal, unlawful, or illegal activities.
Any action that deliberately impacts or disrupts our ability to deliver our services.
Any behaviour that infringes on our rights or those of third parties.
Any activity that violates another agreement, policy, or set of terms you have accepted in relation to our services.
Using our services to send unsolicited direct marketing messages in violation of applicable laws or in a way that may cause us to breach the ISPA Code of Conduct.
Reporting Misuse
Any incidents or suspected misuse of our services that violates this AUP should be reported to info@openlinx.co.za
Changes to this Policy
If we update or modify this Policy, we will notify you by posting an important notice or sending an email so you remain informed about the changes and how they may impact you.
For any questions or concerns regarding this Policy, please contact 010 822 2532