Consumer Code of Conduct
Customer service and complaints
This Code explains the standard of service you can expect from ZTEL and how to obtain help when something goes wrong. It applies to our dealings with internet customers and store customers, alongside the agreement and applicable consumer law.
1 Our commitments
We will deal fairly and courteously with customers and will not discriminate unfairly. We will provide clear information about product specifications, service availability, prices, contract terms and relevant limitations so that you can make an informed choice. On request, we will explain terms in plain language and make reasonable efforts to assist with language or accessibility needs.
We will handle account enquiries, faults and billing disputes responsibly, protect personal information as described in our Privacy Policy and provide access to account information subject to reasonable identity checks. Any number-porting rights apply only to eligible telephone services and the relevant porting rules; they are not a feature of an internet-only package.
2 Office and support hours
Our office is at 25 Burt Drive, Newton Park, Gqeberha, South Africa. Office hours are Monday to Friday from 08:00 to 17:00 and Saturday from 08:00 to 13:00. The office is closed on Sundays. Online support is available until 22:00, including Sundays. These times are South African Standard Time. Online support availability does not mean that on-site visits are available at all those times.
Contact us on 061 943 0573 or at complaints@ztel.co.za. We arrange installation and maintenance visits with customers. Any different public-holiday arrangements will be communicated through our usual contact channels.
3 Make a complaint
Tell us your name, account or order reference, contact details, what happened and the outcome you are seeking. Include relevant invoices or previous correspondence, but do not send passwords or unnecessary identity documents. We will assist if you need help explaining or recording your complaint.
We will record the complaint, issue a reference number and investigate. Quote that reference in further correspondence. We will explain our response, any proposed remedy and the next steps. If you are dissatisfied, ask for the complaint to be reviewed by the person responsible for managing ZTEL.
4 Independent escalation
For communications-service complaints within ICASA’s mandate, first complain to ZTEL and obtain a reference number. Allow 14 working days for resolution. If the complaint remains unresolved or the response is unsatisfactory, you may follow ICASA’s consumer complaints procedure and submit a written complaint through its complaints portal. Guidance is available at https://www.icasa.org.za/pages/consumer-complaints-procedure.
The appropriate escalation body depends on the issue. Consumer-contract terms, defective products or misleading advertising may fall within the National Consumer Commission or an applicable consumer ombud’s jurisdiction rather than ICASA’s. Privacy complaints may be referred to the Information Regulator. These routes do not prevent you from using any other remedy available under law.
We will cooperate with lawful enquiries and will not penalise a customer simply for making a complaint in good faith.