ICASA licence
MzansiCo (Pty) Ltd is registered with ICASA as an electronic communications network and service provider. Licence numbers: [ICASA licence numbers to follow].
End-User and Subscriber Service Charter Regulations
ICASA’s End-User and Subscriber Service Charter Regulations (EUSSCR) came into force on 1 March 2019. They set minimum service standards and describe the rights of end-users (subscribers). This page summarises how MzansiCo (Pty) Ltd complies.
4. Provision of information to end-users
Section 4 requires us to provide information to end-users when they contract with us. Our general Terms and Conditions apply, with product-specific details on the relevant order form. Our general position is:
| Contract term | MzansiCo’s position | Comment |
|---|---|---|
| Deposit | No deposit is charged. | The non-recurring charge (NRC) covers installation, labour and connection costs. At MzansiCo’s discretion some or all of these may be waived. Charges are set out in the product order form or quotation. |
| Connection fee | Included in the NRC. | Any installation fee is shown on your quotation. Existing fibre installations carry no installation cost. |
| Administrative fees | No administrative fees are charged. | Items such as transfer fees from another provider may apply and are shown on the order form where relevant. |
| Insurance costs | No insurance fees are charged. | MzansiCo covers replacement of its equipment at your premises where the fault is within our control. You must insure equipment you buy from us. |
| In- and out-of-bundle rates | Not applicable. | Our monthly recurring charges (MRC) are all in-bundle. Voice call rates are on the order form. |
| Hardware costs | Shown on the order form or quotation. | Free-to-use routers, ONTs and wireless customer premises equipment (CPE) remain the property of MzansiCo or the network operator. |
| Tariff changes during the contract term | Prices are fixed for the contract term. | Changes in the VAT rate may affect the final price. |
| Early termination | Set out in our Terms and Conditions. | Month-to-month services can be cancelled on one calendar month’s notice. |
| Carry-over of voice minutes and data | Not applicable. | Our data packages are uncapped, so there is nothing to carry over. |
| Fair usage | Fibre packages have no fair-use policy, shaping or throttling. | Wireless and LTE packages are subject to fair-use policies. All services are subject to our Acceptable Use Policy. |
| Date and period of invoicing | Services are invoiced monthly in advance. | Voice usage, and excess charges on wholesale products (e.g. 95th-percentile billing), are billed in arrears. |
5. Promotions
From time to time we run promotions, which are advertised on this website and through other media together with their terms.
6. International roaming
Not applicable.
7. Awareness of the charter and compliance
This page sets out our compliance with section 7 of the EUSSCR.
8. Billing
Itemised bills for voice usage are available on request.
9. Quality of service
We monitor network performance continuously. Service levels are defined in the Service Level Agreement (SLA) for the relevant product.
10. Network monitoring
Our network is monitored 24x7x365 by network management systems that alert our engineers. Our support desk is available 24/7 on support@mzansico.net and 031 816 9399.
11. Service upgrades
We will notify subscribers in good time of network upgrades that may cause a planned interruption, by email, SMS and/or notices on our website or Client Portal, depending on the scale of the work.
12. Complaints
See our Complaints procedure.
13. Alternative dispute resolution
If a complaint is not resolved through our complaints procedure, you may use ICASA’s alternative dispute resolution process as set out in the regulations.
14. Rebates
Applications for rebates must be made through our Complaints procedure.
15. Service care line
Call 031 816 9399, email support@mzansico.net or hello@mzansico.net, or open a ticket in the Client Portal.
16. Impossibility of performance
We manage the technical performance of our network and will notify subscribers of extensive outages.
17. Compliance reporting
We report to ICASA as required, using the prescribed templates.