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PEOPLE CONNECTING PEOPLE



FIXED WIRELESS INTERNET
DATA NETWORKING SOLUTIONS

OFFERING A VARIETY OF PRODUCTS TO A VARIETY OF COMMUNITIES

Coverage:  Welkom, Kroonstad, Maokeng, Geneva, Hennenman, Virginia, Meloding, Thabong, Odendaalsrus, Kutlwanong, Riebeeckstad, Wesselsbron, Koppies, Steynsrus and all surrounding farming and rural areas.

FAULT REPORTING PROCEDURE

Updated March 22, 2019

STANDARD SERVICES

During office hours contact the Inconet offices and ask to be directed to the technical support division. Address your concern to the allocated support technician. Ask for a Job Ticket to be opened.

During the specified after-hours support schedule, contact the Inconet after-hours support service numbers. You may need to try more than once to achieve a successful fault reporting as the support lines are limited at late hours.

Out of the specified support hours, send an sms or Whatsapp® to the After-Hours support service numbers. Same day response may depend on availabilty, severity and is purely best effort. There are no guarrantees of response to fault reports during such periods.

Fault response periods shall be as per the Standard Package specified schedules.

Depending on your fault, a call-out may be required and suggested by our support office. After-Hours callouts are charged at double the normal rate. You are entitled to accept or decline any call-out. To cancel a call-out request, a 2-hour notice is required.

Once your matter is resolved, you should receive a follow up call two work-days later. This is to maintain that the fault is definitely resolved and the fault ticket may be closed.

Should you not be satisfied by the Inconet technical support office and technical team services, including relevant services provided by sub-contracted parties, then address your concern to management.

Management may be contacted either directly via voice calls or alternatively via sms, Whatsapp® and email. Email reponse though is best effort during after-hours. Email should be used for non-urgent matters.

Should you not be satisfied with the solution provided by the management, then request to be provided with the appropriate contact details of the relevant ICASA personnel in charge of arbitration and conflict resolution. Inconet shall accordingly adhere to the ICASA decision.

Note: Inconet does not consider social media such as Twitter®, Facebook® and the likes as a means of fault reporting. Any public postings of client faults and concerns shall be considered a direct attempt to "Crimen Injuria" as it serves no purpose except to mislead the public and tarnish the Inconet reputation. Kindly follow the set fault reporting procedure.

PREMIUM SERVICES

During office hours contact the Inconet offices and ask to be directed to the technical support division. Address your concern to the allocated support technician. Ask for a Job Ticket to be opened.

During the specified after-hours support schedule, contact the Inconet after-hours support service numbers. You may need to try more than once to achieve a successful fault reporting as the support lines are limited at late hours.

Out of the specified support hours, send an sms or Whatsapp® to the After-Hours support service numbers. Same day response may depend on availabilty, severity and is purely best effort. There are no guarrantees of response to fault reports during such periods.

Fault response periods shall be as per the Premium Package specified schedules.

Depending on your fault, a call-out may be required and suggested by our support office. After-Hours callouts are charged at double the normal rate. You are entitled to accept or decline any call-out. To cancel a call-out request, a 2-hour notice is required.

Once your matter is resolved, you should receive a follow up call two work-days later. This is to maintain that the fault is definitely resolved and the fault ticket may be closed.

Should you not be satisfied by the Inconet technical support office and technical team services, including relevant services provided by sub-contracted parties, then address your concern to management.

Management may be contacted either directly via voice calls or alternatively via sms, Whatsapp® and email. Email reponse though is best effort during after-hours. Email should be used for non-urgent matters.

Should you not be satisfied with the solution provided by the management, then request to be provided with the appropriate contact details of the relevant ICASA personnel in charge of arbitration and conflict resolution. Inconet shall accordingly adhere to the ICASA decision.

Note: Inconet does not consider social media such as Twitter®, Facebook® and the likes as a means of fault reporting. Any public postings of client faults and concerns shall be considered a direct attempt to "Crimen Injuria" as it serves no purpose except to mislead the public and tarnish the Inconet reputation. Kindly follow the set fault reporting procedure.

ENTERPRISE SERVICES

During Office hours contact Inconet management directly via the designated support numbers. Alternatively, contact the Inconet offices and ask to be directed to the techical support division.

During after-hours, weekends and public holidays, contact Inconet management directly via the designated support numbers. Alternatively, contact the After-hours support service numbers. You may need to try more than once to achieve a successful fault reporting as the support lines are limited at late hours.

Fault response shall be as per the Enterprise Package specified schedules. 

Should you not be satisfied by the Inconet technical support office and technical team services, including relevant services provided by sub-contracted parties, then address your concern to management.

Management may be contacted either directly via voice calls or alternatively via sms, Whatsapp® and email. Email reponse though is best effort during after-hours. Email should be used for non-urgent matters.

Should you not be satisfied with the solution provided by the management, then request to be provided with the appropriate contact details of the relevant ICASA personnel in charge of arbitration and conflict resolution. Inconet shall accordingly adhere to the ICASA decision.

Note: Inconet does not consider social media such as Twitter®, Facebook® and the likes as a means of fault reporting. Any public postings of client faults and concerns shall be considered a direct attempt to "Crimen Injuria" as it serves no purpose except to mislead the public and tarnish the Inconet reputation. Kindly follow the set fault reporting procedure.




CODE OF CONDUCT

This code of conduct aims to adhere to the guidelines and standards for subscriber charters prescribed by the Independent Communications Authority of South Africa (“the Authority”) in Notice 1740 of 2007 published in Government Gazette No 30553 dated 7 December 2007 and in Notice 272 of 2008 published in Government Gazette No 30792 dated 25 February 2008, respectively.



    Inconet CC commits to:


    1. Act in a fair, reasonable and responsible manner in all its dealings with its subscribers and potential subscribers 


    2. Ensure that all services and products meet the specifications contained in Inconet CC’s licenses and in all relevant laws and regulations


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


    4. Display utmost courtesy and care when dealing with its subscribers


    5. Provide its subscribers and potential subscribers with information regarding services and pricing


    6. Upon request provide its subscribers and potential subscribers with guidance in regard to their customer needs 


    7. Keep its subscribers' personal information confidential


    8. Advise its subscribers to refer a complaint to the Authority, where Inconet CC has failed to resolve the complaint to the satisfaction of a subscriber.

    ADDRESS

    Head Office
    49 Van Der Lingen Street
    Kroonstad 9499

    Welkom Branch
    (Iconnect Fusion)
    200 Koppie Alleen
    Welkom

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