SkyAri Code of Conduct
Version: 1.0 | Effective Date: March 2024 | Owner: Compliance Officer – info@skyari.co.za
Applies To: All SkyAri customers using Openserve Fibre (FTTH/FTTB) or wireless last-mile alternatives.
1. Purpose and Legal Framework
This Code outlines SkyAri’s obligations under ICASA regulations, the Consumer Protection Act, POPIA, ECTA, RICA, and other applicable South African laws.
2. Commitments to Customers
- Fair, honest, and transparent customer dealings.
- Clear information on services, tariffs, and performance limits.
- Prompt installations and efficient fault repairs.
- Accessible support with structured complaints handling.
- Protection of customer personal information.
- Truthful and compliant marketing practices.
- Public availability of this Code and related policies.
3. Publication and Languages
This Code is published on www.skyari.co.za. Currently available in English – Afrikaans and additional languages will be added in the future.
4. Services Provided
- Uncapped fibre via Openserve (FTTH/FTTB).
- Wireless last-mile alternatives where fibre is not available.
- Optional Wi-Fi mesh, home network optimisation, and streaming bundles.
5. Tariffs and Fees
All tariffs, installation/activation charges, router options, and early-termination fees are published on our website, along with clear promotional criteria and validity periods.
6. Contract Terms
Customers receive a Service Order and Standard Terms before activation, covering service scope, duration, installation, acceptable use, cancellation, billing, and service targets. Electronic sign-up complies with ECTA and includes cooling-off rights.
7. Quality of Service (QoS)
- Installations: 7–14 business days following feasibility confirmation.
- Fault Repairs: First response within 4 business hours; restoration within 24–72 hours (depending on severity and Openserve access).
- Planned Maintenance: Minimum 72 hours’ notice via email, SMS, or website.
8. Billing and Credit Practices
- Monthly billing in advance for access; once-off charges billed in arrears.
- Invoices allow at least 7 calendar days before the due date.
- Soft-lock: after 7 days of non-payment.
- Suspension: after 14 days; reconnection fees may apply.
9. Complaints and Dispute Resolution
Step 1: Log via portal, email (support@skyari.co.za) or WhatsApp. Acknowledged within 1 business day; target resolution within 14 business days.
Step 2: Escalate to Support Lead → Compliance Officer.
Step 3: If unresolved, refer the matter to ICASA.
10. Continuous Improvement
Complaint trends are reviewed regularly. Corrective measures are documented and implemented to enhance service quality.
11. Remedies and Credits
Service credits or rebates may be issued per the Service Credit Schedule. Faulty equipment is repaired or replaced under warranty and applicable law.
12. POPIA – Privacy & Confidentiality
Personal information is processed lawfully for service provision, billing, support, and fraud prevention. Customers may request access, correction, deletion, or object to processing. Direct marketing is conducted only with prior consent and includes easy opt-out options.
13. RICA – Lawful Interception
Customer identity verification is mandatory under RICA. Communication information is disclosed only upon valid legal request.
14. Acceptable Use
Illegal activities, network abuse, and intellectual property infringement are strictly prohibited. SkyAri may apply reasonable network management during congestion periods.
15. E-Rate (Schools & FET Colleges)
A minimum 50% discount applies for qualifying public schools and FET colleges in line with ICASA E-Rate regulations. Details will be published when institutions are onboarded.
16. Accessibility and Non-Discrimination
SkyAri ensures fair access to all customers and engages with disability organisations to improve accessibility and inclusion.
17. Staff Training
All staff receive training at induction and annually on:
- This Code
- POPIA, CPA, ECTA, and ICASA complaint handling procedures
Training records are retained for compliance verification.
18. Publication and Review
This Code is reviewed annually, updated as required, and published on the SkyAri website.
Appendix A – Complaint Form
| Field | Details |
|---|---|
| Customer Name | |
| Account # | |
| Contact Details | |
| Service Address | |
| Complaint Category | (Billing / Service / Fault / Other) |
| Description | |
| Preferred Outcome | |
| Date Logged | |
| Channel | |
| SkyAri Ref # | |
| Acknowledged | |
| Resolved | |
| Agent |
Appendix B – Cancellation Request
| Field | Details |
|---|---|
| Customer & Account | |
| Service Address | |
| Effective Cancellation Date | ≥ 30 days unless agreed |
| Reason (Optional) | |
| Router Return (Yes/No) – Date | |
| Email for Final Invoice/Credit |
Appendix C – Service Credit Request
| Field | Details |
|---|---|
| Customer & Account | |
| Outage Period | From ____ To ____ (HH:MM) |
| Fault Ref # | |
| Impact Description | |
| Requested Credit | (Time-based / % of MRC / Other) |
| Decision & Amount | |
| Approved By | |
| Date |