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Code of Conduct

Netlab ISP (TJ's TV & Computer Lab) Code Of Conduct

Netlab (TJ's TV & Computer Lab) subscribes to this Code of Conduct which prescribes the minimum standard of conduct that Netlab (TJ's TV & Computer Lab) endeavors to follow in rendering services to its customers.

The Code of Conduct in accordance with the guidelines as well as the minimum standards for subscriber charters prescribed by the Independent Communications Authority of South Africa (the Authority) in Notice 1740 of 2007 published in Government Gazette No 30553 dated 7 December 2007 and in Notice 272 of 2008 published in Government Gazette No 30792 dated 25 February 2008, respectively.




1. Key Commitments

Netlab (TJ's TV & Computer Lab) will:

act in a fair, reasonable and responsible manner in all its dealings with its customers and potential customers;

ensure that all products and services meet the specifications contained in Netlab (TJ's TV & Computer Lab)'s licenses and in all relevant laws and regulations;

not unfairly discriminate against or between its customers and potential customers on the basis of race, gender, sex, age, religion, belief, disability, ethnic background or sexual orientation;

display utmost courtesy and care when dealing with its customers;

provide its customers and potential customers with information regarding services and pricing;

upon request provide its customers and potential customers with guidance in regard to their customer needs;

keep its customers' personal information confidential; and

advise its customers to refer a complaint to the Authority, where Netlab (TJ's TV & Computer Lab) has failed to resolve the complaint to the satisfaction of the customers.




2. Consumer rights

Your rights in terms of the services that Netlab (TJ's TV & Computer Lab) provides include (without limitation) the right to:

be provided with the required service without unfair discrimination;

choose the service provider of your choice;

receive a copy of this Code of Conduct in English;

access and question records and information held by Netlab (TJ's TV & Computer Lab);

the protection of your personal data, which includes the right not to have your personal data sold to third parties; lodge a complaint.




3. Provision of Information

Information regarding the range of services, products and packages on offer, the rates and fees applicable to Netlab (TJ's TV & Computer Lab)'s services, products and packages as well as the terms and conditions applicable to Netlab (TJ's TV & Computer Lab)'s services, products and packages, Netlab (TJ's TV & Computer Lab)'s privacy and confidentiality Netlab (TJ's TV & Computer Lab)'s payment policy and relevant contact details are available:

on our homepage at www.netlab.co.za/ ;

on the application forms required to be completed in order to receive a service;

our billing and complaints handling procedures are contained in this Code; and

We will provide you with an itemised bill or invoice on request.

Your application for a service or product may be subject to a credit referencing or risk assessment process. This means that Netlab (TJ's TV & Computer Lab) may request and receive your Confidential Information, Consumer Credit Information and Prescribed Information (as defined in the National Credit Act, 2005) (Assessment Information) from registered credit bureaus in order to perform a financial means test, in order to determine whether you will be in a position to meet your obligations under the intended agreement.

Netlab (TJ's TV & Computer Lab) is entitled to perform a financial means test each time when you apply for a service/ product and package.




4. Minimum service standards offered by Netlab (TJ's TV & Computer Lab)

Netlab (TJ's TV & Computer Lab) will endeavor to attain a 100% success rate in meeting your request for a service.

Netlab (TJ's TV & Computer Lab) can be contacted either by phone 011 083 6050, fax 086 536 7383 or email support@netlab.co.za for all customer queries, accounting and service problems.




5. Billing Complaints Handling Procedure

You are required to direct a billing complaints to accounts@netlab.co.za. The complaint is required to be accompanied by the following;

a copy of the bill concerned or the particulars thereof, e.g. the account number;

the reason for the dispute;

the amount in dispute; and

Supporting information or documentation, if any.

Netlab (TJ's TV & Computer Lab) will reach a determination regarding the billing complaint and communicate its decision to you within fourteen (14) working days of receipt of your complaint, however , we will endeavor to resolve 90% of billing complaints within four (4) working days.

You may approach the Authority for resolution of the dispute, should you not be satisfied with the outcome of the dispute as determined by Netlab (TJ's TV & Computer Lab).

The dispute will be referred to the Complaints and Compliance Committee of the Authority in terms of section 17 (H) of the ICASA Act in the event that the dispute is not resolved by the Authority itself as contemplated.




6. Complaints handling, resolution and escalation procedure

All complaints other than billing complaints must be submitted to Netlab (TJ's TV & Computer Lab) and will be dealt with by Netlab (TJ's TV & Computer Lab) in accordance with the provisions of this clause 6.

You are required to afford us an opportunity to resolve a compliant before you approach the Authority.

You are required to direct your complaint to support@netlab.co.za. Your complaint should include the following:
your name and surname;
your account number;
the date on which the complaint arose; and
a brief description of what gave rise to the complaint.

Netlab (TJ's TV & Computer Lab) will acknowledge receipt of your complaint within 3 (three) working days of receipt thereof.

Netlab (TJ's TV & Computer Lab) will formally resolve your complaint in writing within 7 (seven) working days of receipt thereof, or within such longer period as we may agree to under circumstances where the resolution of the complaint is for example (but without limitation) in the hands of a supplier or third party service provider.

You may approach the Authority for resolution of the dispute, should you not be satisfied with the outcome of the dispute as determined by Netlab (TJ's TV & Computer Lab).

The dispute will be referred to the Complaints and Compliance Committee of the Authority in terms of section 17 (H) of the ICASA Act in the event that the dispute is not resolved by the Authority itself as contemplated in clause 6.5.




Contact Details:
Tel: 011 083 6050
Fax: 086 536 7383
Email: support@netlab.co.za




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