Code of Conduct

Wilderness ISP (Pty) Ltd · Last updated: 29 July 2026

1. Introduction

In order to provide electronic communications services to its subscribers, Wilderness ISP (Pty) Ltd ("Wilderness ISP") operates under its IECNS and IECS licences issued by the Independent Communications Authority of South Africa (ICASA).

ICASA requires all licence-holders to comply with, among others, the ICASA Code of Conduct Regulations, 2008 (which set minimum standards of conduct when dealing with subscribers and potential subscribers) and the ICASA End-User and Subscriber Service Charter Regulations, 2016 (which set minimum quality-of-service standards). This Code of Conduct has been developed in line with these regulations, and Wilderness ISP will strive to follow it in all interactions with its clients.

2. Definitions

• Business Day — any day other than a Saturday, Sunday or public holiday in the Republic of South Africa.
• Business Hours — 08h00 to 17h00 on Business Days.
• Client — a subscriber or potential subscriber of Wilderness ISP.

3. Our Pledges

Wilderness ISP pledges to strive to:

• treat clients with the utmost courtesy and care;
• not discriminate against or between clients on the basis of race, gender, sex, age, religion, belief, disability, ethnic background or sexual orientation;
• act in a fair, rational and responsible manner in all dealings with clients;
• provide clients with up-to-date information regarding services and pricing;
• assist clients with advice regarding their service needs when needed;
• ensure that our products and services meet the conditions of our licences and all applicable laws and regulations; and
• keep clients' personal information confidential, in line with POPIA, unless we are authorised in writing by the client, are required to release it to brief our auditors, professional advisors or an accredited debt-collection agency, or are requested or authorised to do so by law or an order of court.

4. Consumer Rights

Clients have the right to refer complaints to ICASA as set out in the applicable complaints procedure. The ICASA Code of Conduct Regulations, 2008 provide the following (non-exhaustive) list of consumer rights:

• the right to be provided with the required service without unfair discrimination;
• the right to choose their service provider;
• the right to receive information in a preferred language, where reasonable — we provide our documents, information and support in English and Afrikaans. Where you require information in a language other than English or Afrikaans, you may arrange an independent, qualified translator at your own cost. Wilderness ISP is not responsible for the accuracy of, or any loss arising from reliance on, any translation not issued by us, and the English version of any document will prevail in the event of any discrepancy;
• the right to access and query records we hold relating to their relationship with us;
• the right to the protection of their personal data, including the right not to have personal data sold to third parties without their direct consent;
• the right to port a number in terms of applicable regulations;
• the right to lodge a complaint; and
• the right to redress.

5. Information Availability

The following information can be obtained, free of charge, by emailing admin@wildernessisp.co.za:

• our range of services and products;
• tariff rates for each service;
• terms and conditions applicable to the services or products;
• payment terms;
• billing, billing processes and the billing-disputes procedure;
• the general complaints procedure; and
• relevant contact details.

6. Billing

An itemised bill or invoice will be provided to the client on request, or where this is specified as part of the services provided. Billing terms are also set out on our invoices and in our Terms & Conditions.

7. Defective Items

In the case of a defective product, the issue will be investigated by Wilderness ISP and the product replaced in accordance with the manufacturer's warranty for that specific product.

8. Terms and Conditions of Service

Our written Terms & Conditions are available on our website. We can provide a client with an electronic copy of the written terms and conditions after installation, or as soon as reasonably possible thereafter, within a maximum of seven (7) Business Days. These terms contain clear provisions on the nature of the contract, its minimum duration, the manner and notice period for termination, and any payments applicable to early termination. Where our terms and conditions change, clients will be informed within a fair and reasonable period.

9. Minimum Service Standards

Subject to events and conduct beyond its reasonable control, Wilderness ISP will strive to:

• supply a minimum of 95% network service availability, measured over six (6) months;
• supply a minimum of 95% service availability, measured over six (6) months;
• achieve a 90% success rate in meeting installation and activation requests for qualifying applicants within thirty (30) Business Days, and the balance within forty (40) Business Days;
• provide full reasons within seven (7) Business Days where we are unable to meet an installation request in these periods;
• achieve a 90% success rate in activating a service within seven (7) Business Days, and the balance within fifteen (15) Business Days, where the applicant is within our coverage area;
• maintain an average 90% fault-clearance rate within three (3) Business Days, with the balance cleared within six (6) Business Days; and
• monitor the network daily between 08h00 and 23h00, 365 days a year. We intend to extend this to 24-hour network monitoring and support as our support capacity grows, and will update this Code of Conduct accordingly.

Clients acknowledge that Wilderness ISP depends on backbone, upstream and fibre-network services provided by third parties in delivering the Service and meeting these standards. In particular:

• Upstream backbone (Openserve). Where our upstream provider (Openserve), which manages our backbone connectivity, experiences an outage, restoration of that connectivity is outside our control and is subject to Openserve's applicable service-level agreement, which provides for repair within up to 72 hours.
• Fibre networks (FNOs). For hard-line fibre services that we manage as a partner to fibre network operators such as Openserve, Frogfoot and other FNOs, faults on the fibre infrastructure will be attended to within 72 hours, subject to the relevant FNO's service-level agreement.
• Third-party liability. Wilderness ISP cannot be held liable for any outage, delay, or failure to meet these standards that results from third-party infrastructure, upstream providers or FNO networks, notwithstanding our partnership arrangements with such providers.

10. Complaints and Redress

We aim to resolve all complaints fairly and promptly. Please direct complaints to admin@wildernessisp.co.za with sufficient detail for us to investigate. If a complaint remains unresolved, you have the right to refer it to ICASA.

11. Contact Us

Wilderness ISP (Pty) Ltd
Sales & WhatsApp: 081 827 6758 (Mon–Fri, 8am–5pm) · Support: 044 011 0393 (8am–11pm, 365 days)
Email: admin@wildernessisp.co.za · accounts@wildernessisp.co.za
Serving Wilderness & the Garden Route, Western Cape.