Acceptable Use Policy
Internet and network services
This Acceptable Use Policy applies to customers and other users of ZTEL internet services, accounts and network infrastructure. Its purpose is to protect network reliability, security and other users. Read it with the Terms and Conditions. It does not change ownership of products purchased from the store.
1 Lawful use and third party rights
Use the service in accordance with South African law and any other law applicable to your activity. Do not use our network to commit fraud, make unlawful threats, distribute child sexual abuse material, engage in unlawful hate speech or transmit, store or distribute other illegal material.
Respect copyright, trademarks and other intellectual property rights. Permission to access or download material does not necessarily include permission to distribute it. You remain responsible for obtaining the permissions required for your use. When using another provider’s network or service, comply with its lawful rules as well.
2 Security and authorised access
You must not access accounts, devices, data or networks without permission, bypass access controls, steal credentials or intercept another person’s traffic unlawfully. Security testing, scanning or vulnerability research must have the authorisation of the owner of the system being tested and comply with any agreed scope. ZTEL’s permission is required for testing ZTEL systems; it cannot authorise testing of someone else’s systems.
Do not distribute malware, operate a botnet, launch denial-of-service attacks, flood services or deliberately overload network resources. Do not forge communications or network identifiers to deceive recipients, impersonate others, conceal abuse or disrupt services. Legitimate, authorised technical uses of networking tools are not prohibited merely because they use similar techniques.
Protect passwords, keep devices reasonably secure and respond promptly when we notify you of a compromised device. Unintentional harmful traffic may still need to be contained, but a device compromise does not automatically prove deliberate wrongdoing by its owner.
3 Uncapped service and network protection
ZTEL does not impose a fixed data-usage threshold that automatically reduces the speed of its uncapped packages solely because that threshold has been reached. Ordinary lawful use, including streaming, working from home, gaming and downloads, is subject to the package speed and available network capacity.
To address a specific attack, compromised device or other material threat, we may temporarily filter harmful traffic, restrict an affected port or protocol, or isolate an affected connection. Measures must be proportionate, limited to the identified problem and reviewed when the risk ends. We will explain material restrictions where lawful and practicable. This provision does not create an undisclosed data cap or a right to permanently reduce a package solely for high lawful usage.
4 Email and electronic messages
Do not use the service for spam, phishing, deceptive bulk messages, mail bombing or malicious chain messages. Marketing must comply with applicable consent and objection rules, identify the sender and provide a working way to stop further marketing. Honour opt-outs and remove unwilling or invalid recipients from mailing lists.
Customers operating email servers must secure them against unauthorised relay and use. We may perform proportionate checks relevant to traffic using our network, subject to law and privacy safeguards. This policy does not authorise unrestricted access to private email content or unrelated customer systems.
5 Investigations and enforcement
We may investigate credible abuse reports using information we are lawfully entitled to process. Where appropriate, we will explain the concern and request corrective action from the customer or network administrator. Serious or continuing violations may lead to restrictions, suspension or termination under the Terms and Conditions.
Urgent action may be taken where necessary to protect people or systems or comply with law. Otherwise, we will give reasonable notice and an opportunity to respond. We will explain what is needed to restore service and provide access to our complaints process.
We do not publish a customer’s identity as punishment for an alleged violation. Information may be disclosed to relevant providers or authorities only where lawful and necessary, with appropriate privacy safeguards. Administrative fees, investigation costs or damages are not automatically payable merely because a complaint has been made; any recovery must have a lawful contractual or other legal basis and be explained.
6 Reporting abuse
Send reports to complaints@ztel.co.za with the subject “Network abuse”. Include the relevant date and time, time zone, IP address or message details where available, and a short explanation. Do not send passwords or unnecessary personal information. We may ask for further evidence through an appropriate channel. If you dispute enforcement action, use the Consumer Code of Conduct complaint procedure.