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Compumission (PTY) Ltd. is an Internet Service Provider (ISP) that subscribes to a Code of Conduct that underscores our commitment to providing the highest standard of service and support to our customers. This Code reflects our commitment to our customers to safeguard their rights and address their concerns.

1. CORE COMMITMENTS

We promise to:

1.1 Act in a fair, reasonable and responsible manner in all dealings with customers;
1.2 Ensure that all our services and products meet the specifications contained in our licences and all relevant laws and regulations;
1.3 Not unfairly discriminate against or between consumers on the basis of race, gender, sex, age, religion, belief, disability, ethnic background or sexual orientation;
1.4 Display utmost courtesy and care when dealing with consumers;
1.5 Provide consumers with information regarding services and pricing;
1.6 Where requested, to provide consumers with guidance with regards to their consumer needs;
1.7 Keep consumers personal information confidential; and
1.8 Advise consumers of their right to refer complaints to the Independent Communications Authority of South Africa (ICASA) ((currently: This email address is being protected from spambots. You need JavaScript enabled to view it.))

2. CONSUMER RIGHTS

We acknowledge that the consumer has:

2.1 The right to be provided with the required service without unfair discrimination;
2.2 The right to choose the service provider of your choice;
2.3 The right to receive information in your preferred language;
2.4 The right to access and question records and information held by the service provider;
2.5 The right to the protection of the consumer’s personal data, including the right not to have personal data sold to third parties without the permission of the consumer;
2.6 The right to port a number in terms of applicable regulations;
2.7 The right to lodge a complaint; and
2.8 The right to redress.

We promise that no consumer information will be released to any third party except where:

2.9 Compumission has written permission from the consumer to do so;
2.10 Compumission is directed to do so by an order of court;
2.11 Compumission is briefing an accredited debt collection agency/attorney during the debt collection process;
2.12 Compumission is briefing its auditors for the purpose of auditing the licensee’s financial affairs; or
2.13 Such release is required or permitted by an applicable law.

3. CREDIT CONTROL

3.1 Customers are required to sign an indefinite agreement (that is a debit order with terms and conditions) and furnish Compumission with RICA documents before the commencement of any Compumission services.
3.2 Customers may be checked for credit-worthiness.
3.3 Customers are required to pay for equipment and labour costs before any work is performed or services rendered by Compumission.

4. THE BILLING PROCESS

4.1 The billing process impacts on six (6) categories of consumers. The categories are:

(i) Wireless business consumers;
(ii) Wireless budget consumers;
(iii) Wireless uncapped consumers;
(iv) VoIP consumers;
(v) Domain consumers;
(vi) Rental consumers;
(vii) ADSL consumers;
(viii) Dial-up consumers;
(ix) Inter-branch VPN consumers.

4.2 Business, budget, uncapped, domain, rental, ADSL, dial-up and inter-branch consumers are invoiced monthly in advance on or about the 20th day of the preceding month. These invoices are payable by debit order on the first (1st) or seventh (7th) or fifteenth (15th) of each month. Consumers, who pay by means other than by debit order, must do so on or before the seventh (7th) day of each month.

4.3 VoIP consumers are invoiced concurrently in arrears for VoIP usage of the previous month and in advance for VoIP line rental. The consumers are invoiced on the first (1st) day of every month. These invoices are payable by debit order on the first (1st) or seventh (7th) or fifteenth (15th) of each month.

5. BILLING COMPLAINTS

When the customer lodges a billing complaint, the following general principles will apply:

5.1 The consumer’s service will not be disconnected while the investigation of the disputed portion of the bill is still pending;
5.2 Determination of the billing complaint will be done within 14 days and communicated to the customer;
5.3 The customer’s service will not be disconnected until the customer has been notified about the results of the investigation and the final decision on the complaint.
5.4 No adverse collection proceedings, late charges or penalties will be levelled against the customer while the investigation of a disputed bill is still pending;
5.5 The consumer will not be required to pay the disputed bill in full pending the investigation of the complaint;
5.6 The consumer will be informed in advance about the time for payment and the possibility of disconnections in the case of non-payment within that period, before the consumer’s services will be disconnected.

6. COMPLAINTS POLICY AND PROCEDURE

6.1 We aim to ensure that:

6.1.1 making a complaint (which we regard as “a clear expression of dissatisfaction that requires a formal response”) is as easy as possible;
6.1.2 we deal with it promptly, politely and confidentially (when appropriate);
6.1.3 we learn from complaints and use them to improve our service;
6.1.4 all informal concerns are resolved informally and speedily;

6.2 The formal complaints procedure is intended to ensure that all complaints are dealt with fairly, consistently and whenever reasonably possible to the complainant’s satisfaction.

6.3 Complainant’s responsibility

6.3.1 Bring the complaint in writing to Compumission’s attention within fourteen (14) days from the issue arising;
6.3.2 Raise the complaint directly with the Office Manager of Compumission;
6.3.3 Explain the problem in sufficient detail;
6.3.4 Allow Compumission fourteen (14) days to deal with the matter.

6.4 Compumission’s responsibility

6.4.1 To acknowledge receipt of the complaints in writing;
6.4.2 To respond to the complaint within fourteen (14) days;
6.4.3 To deal with the complaint;
6.4.4 To take action where appropriate.

6.5 If the complaint involved the Office Manager, the complaint should be addressed to the Managing Member of Compumission.

6.6 If you are not satisfies with the outcome/response to your complaint, you have the right to refer the complaint to ICASA (see further 1.8 of this Code).

7. DEBT COLLECTION POLICY

7.1 Compumission reserves the right to deny services to the customers who are in arrears with their accounts.
7.2 The disconnection of services may be performed when the account is one (1) day overdue.
7.3 Compumission will endeavour to contact the customer by SMS, e-mail or telephonically and inform the customer of Compumission’s intention to suspend or disconnect the customer’s services. The customer will, however, not have the right to be contacted before suspension or disconnection takes place.
7.4 Upon liquidation of the arrear amounts, the customer’s services will be reconnected.
7.5 The customer is liable for the costs of the suspension or disconnection.
7.6 Compumission may, when the a customer is thirty (30) days in arrears, commence the collection process against the customer which includes letter of demand, final demand, issue of summons and a sale in execution.
7.7 All steps in the debt collection process will be recorded.
7.8 The costs of the debt collection process, is for the customer’s account.

8. OPERATIONAL AND EVALUATION POLICY

8.1 The required equipment will be installed within 72 hours from the date that the customer has complied with all the requirements (see clause 3 of this Code).
8.2 The customer will be telephonically contacted with regard to the standard of workmanship used when the installation was performed.
8.3 Should the customer not be satisfied with the workmanship, an inspection will be done at the customer’s premises within seven (7) days from the date of the telephonic conversation.
8.4 Should the quality of workmanship not comply with the required standards, the workmanship will be rectified at the time of the inspection.
8.5 Thereafter the customer will be contacted telephonically or by e-mail to determine if the customer is satisfied with the rectified workmanship.

9. WARRANTY EXCHANGE POLICY

9.1 The standard warranty period for all new equipment is twelve (12) months.
9.2 The standard warranty is a manufacturing warranty and expressly excludes defects caused by human (customer) error or (customer) intervention and natural weather damage, like lightening and hail.
9.3 The following procedure will apply:

9.3.1 The customer will lodge a complaint about the defective equipment;
9.3.2 A technician will be assigned to inspect the equipment at the customer’s premises within 72 hours from the time of the complaint;
9.3.3 If the technician is satisfied that the equipment is defective and it is indeed a manufacturing defect, then the equipment will be replaced at the customer’s premises on the date of the inspection;
9.3.4 If the technician is satisfied that it is not a manufacturing defect, the customer will be informed thereof. The customer will have the option to replace the equipment or not;
9.3.5 If the customer decides to have the equipment replaced, the customer will receive a quotation for the replacement of the equipment. The customer will have to pay for the replacement of the equipment;
9.3.6 If the customer disagrees with the technician’s decision, Compumission will replace the equipment with temporary equipment. The alleged defective equipment will be removed and delivered to the supplier thereof for a pronouncement on the cause of the defect within thirty (30) days from the date of the complaint;
9.3.7 If the supplier is satisfied that it is a manufacturing defect, the temporary equipment becomes the customer’s replacement equipment;
9.3.8 If the supplier is satisfied that it is not a manufacturing defect, the customer will receive a quotation from Compumission for the replacement of the equipment. The customer will have 72 hours within which to accept or reject the quotation. Compumission will remove the replacement equipment within 24 hours from being informed of the rejection of the quotation or upon lapsing of the quotation, whichever happens first.

10. CONTACT US

Compumission (PTY) Ltd.
Registration Number : 2011/118670/07
Business Address : 47 Stokery Weg, Wellington

Telephone number: 021 300 1210
P.O. Box: 1148, Wellington
E-mail : This email address is being protected from spambots. You need JavaScript enabled to view it.
Website: www.compumission.co.za

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When you subscribe to the Compumission (PTY) Ltd. service, Compumission (PTY) Ltd. will issue you with a user name and password. By using the user name and password to access the Service(s) and/or by using the Service(s) in any way, you will be signifying your acceptance of these terms and conditions of use, which will form a binding agreement between you and Compumission (PTY) Ltd herein referred to as; "the ISP"., which terms and conditions you are deemed to have familiarised yourself with and to have irrevocably accepted.

If you do not agree to all of the terms of this agreement, including payment terms, please cancel your registration. Compumission (PTY) Ltd. is not willing to enter into this agreement if you are not willing to accept these terms and conditions.

1 Interpretation

1.1

"This Agreement" means these terms and conditions of use and all other terms and conditions which the ISP may, from time to time, impose in respect of the Service, as amended and updated from time to time.

1.2

"The User" means the party who has purchased the Service and/or any person using the Service.

1.3

"The ISP" means Compumission (PTY) Ltd. CC (CK 2011/118670/07).

1.4

"The effective date" means the date on which the ISP activates the User's subscription to the Service.

1.5

"The Service" means the Internet service described hereunder in clause 4.2 provided by the ISP to the User in terms of this Agreement.

1.6

This Agreement will be governed by the laws of the Republic of South Africa.

2 Recordal

2.1

The ISP hereby sells the Service to the User on a subscription basis on the terms and conditions set out in this Agreement.

2.2

When the User subscribes for the Service, the ISP will issue a user name and password to the User. By using the user name and password to access the Service and/or by using the Service, the User will be signifying his/her acceptance of these terms and conditions of use, which will form a binding agreement between the User and the ISP, which terms and conditions the User is deemed to have familiarised himself/herself with and to have irrevocably accepted.

2.3

The User warrants that as at the effective date, all the details furnished by the User to the ISP are true and correct and that he/she will notify the ISP forthwith in the event of any change to such details.

3 Service availability

3.1

All reasonable endeavours will be made by the ISP, its suppliers and service providers to make and keep the Service available to subscribers at all times.

3.2

Notwithstanding the aforegoing, the User agrees that the ISP, its suppliers and service providers shall not be liable in respect of any loss or damage caused by or arising from the non-availability of, any interruption in or the use of the Service for any reason whatever and howsoever arising.

3.3

This exclusion of liability of the ISP, its suppliers and service providers for loss or damage will include, but is not limited to:

3.3.1

Loss caused by negligent acts of the ISP, it's suppliers and service providers or their employees;

3.3.2

Any direct, indirect, consequential, incidental or specific loss or damage resulting from interruption of the Service, the User's business, loss of information, loss of any form of data or any other cause of any nature, whether foreseen or not.

3.4

The ISP, its suppliers and service providers may suspend its obligations in terms of this agreement temporarily in order to service, repair, maintain, upgrade, modify, alter, replace or improve any of the ISP's, its suppliers' or service providers' services.

3.5

All reasonable endeavours will be made by the ISP, its suppliers and service providers to notify the User of any maintenance and/or repairs which may result in the non-availability of the Service, but no warranty or other contractual undertaking is given that such notice will be given. The User shall not be entitled to any setoff, discount, refund or other credit in respect of any such suspension or interruption of the Service.

Additionally the User shall not be entitled to any setoff, discount, refund or other credit in respect of any suspension, which is beyond the control of the ISP or its suppliers and service providers.

4 Conditions of use for Internet access service

4.1

To ensure the security and reliable operation of its services, the ISP, its suppliers and service providers reserve the right to take any action the ISP, its suppliers or service providers may find necessary to preserve the ongoing security and reliability of the Service.

4.2

With effect from the effective date the ISP, its suppliers and service providers grant to the User the use of its Service to inter-alia gain access to and facilitate use of the Internet via the ISP’s connection on the terms and conditions set out in this agreement.

By making use of the Service in any manner whatsoever the User acknowledges and agrees to the following:

4.2.1

The username and password provided by the ISP, its suppliers or service providers will be used for the User's personal use only. The User undertakes to maintain the confidentiality of such username and password and the User is not to give or make available in any way his/her username and/or password to any other person for such person's personal or business use, which shall be deemed to be unauthorised use.

4.2.2

The User shall not, at any time, permit and/or initiate a simultaneous network log-in and will not attempt to bypass the ISP's, its suppliers' or service providers' user authentication processes or engage in attempts to access the ISP's, its suppliers' or service providers' networks where not expressly authorised to do so, which actions shall be deemed to be unauthorised use of the Service.

4.2.3

Should any unauthorised use take place, the User shall, in conjunction with any other rights the ISP, its suppliers or service providers may have in terms of this agreement, pay immediately, on demand made by the ISP, its suppliers or service providers, any and all costs, including but not limited to additional service fees, incurred in such unauthorised use.

4.2.4

In the event that the User's password is compromised, the User shall immediately notify the ISP, its suppliers or service providers and change his/her password.

4.2.5

The User acknowledges that he/she is prohibited from utilising the Service to compromise the security or tamper with system resources or account(s) on computer(s) at the ISP, its suppliers or service providers, or at any other site.

4.2.6

The User agrees to conform to generally acceptable Internet etiquette and to abide by the ISP’s, its suppliers' and service providers' operating policies which may be amended from time to time at the sole discretion of the ISP, its suppliers or service providers, and is available to the User on demand, and the User hereby indemnifies and holds harmless the ISP, its suppliers or service providers from liability in respect of any loss or damage of whatever nature caused as a result of any violations of such policy.

4.2.7

The User undertakes to abide by all laws applicable to the intellectual property rights (including but not limited to: title, copyright, trademarks, and patents) of any and all data and/or information retrieved from the Service including those expressly specified or impliedly specified by the ISP, its suppliers or service providers or by any of the local or foreign service providers or any laws governing the provision of the Service.

4.2.8

It is specifically recorded that the User is expressly not authorised to tamper with the Service, servers or networks provided by the ISP, its suppliers or service providers in any manner whatsoever, nor to utilise the Service in any manner which may compromise the security of the Service, servers or networks provided by the ISP, its suppliers or service providers. To ensure the security and reliable operation of the Service, servers or networks provided by the ISP, its suppliers or service providers, the ISP, its suppliers or service providers hereby reserve the right to take whatever action the ISP, its suppliers or service providers may find necessary to reserve the security and reliability of the Service, servers or networks provided by the ISP, its suppliers or service providers

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Compumission (PTY) Ltd. is bound by regulations issued by the Independent Communications Authority of South Africa (ICASA of which Compumission (PTY) Ltd. is a registered member. However, in the event that you believe Compumission (PTY) Ltd. has not met its obligations, you may feel the need to make a complaint.

Fault reporting versus complaints

There is a difference between reporting a fault and making a complaint. If you wish to report a fault and have it fixed, please contact Compumission (PTY) Ltd. on 086 111 4207 or 021 300 1210 or email: This email address is being protected from spambots. You need JavaScript enabled to view it.

If you feel it necessary to make an official complaint, please follow the procedure below.

How to issue a complaint

1. Complaints should first be raised at the time of the problem. For example, if you are unhappy about the way an installation is being carried out, please tell the installation technician at the time.

2. If the person you complained to does not resolve the issue to your satisfaction, please contact Stephne Fourie to escalate your complaint. To contact Stephne, kindly email directly on: This email address is being protected from spambots. You need JavaScript enabled to view it..

3. When making a complaint, please supply the following details:

• Your full particulars & contact details;

• The reason/s for the complaint, including enough detail for Stephne to assess the situation accurately.

• Any supporting evidence or documentation that is relevant to the complaint, e.g. a copy of an e-mail promising something that was not delivered.

4. In line with the ICASA Code of Conduct regulations, Management will acknowledge receipt of the complaint within a maximum of three business days.

5. Also in line with the ICASA regulations, Compumission (PTY) Ltd. will determine an outcome for the complainant and Management will communicate this to you within a maximum of fourteen (14) business days.

Escalating a complaint to ICASA

1. If you are not happy with the complaint outcome, you have the right to escalate it to ICASA. You can contact ICASA on 011 566 3000 (telephone), 011 444 1919 (fax), or you can e-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.

2. Please note that under the ICASA Code of Conduct Regulations 2008, you must provide Compumission (PTY) Ltd. the opportunity to resolve the matter within the fourteen business day maximum period before you may escalate to ICASA.

Billing disputes

In the event that Compumission (PTY) Ltd. invoices you for a product or service which you dispute, and after taking cognisance of the relevant clauses in the Compumission (PTY) Ltd. Terms and Conditions, the following procedure applies:

1. Follow the directions above under "How to make a complaint", providing information about the disputed service/product and why you believe the billing is not valid.

2. Compumission (PTY) Ltd. will assess the complaint and confirm whether the billing is valid in Compumission (PTY) Ltd.'s opinion. At this stage, Compumission (PTY) Ltd. may not disconnect the disputed service.

3. Compumission (PTY) Ltd. will provide feedback to you within fourteen business days, including details of the outcome and a summary of the actions taken and references used to come to the decision.

• If Compumission (PTY) Ltd. finds that the billing is valid, you will be informed that payment is due and the relevant service may be disconnected until such payment is made in line with the terms and conditions.

• If Compumission (PTY) Ltd. finds that the billing is not valid, we will issue you with an updated invoice showing the correction.

4. If you still dispute the billing decision, you may escalate your complaint to ICASA as described above.

About CompuMission

CompuMission is a registered and fully licensed ISP (Internet Service Provider) operating throughout the Cape Winelands District, Boland and West Coast.

CompuMission delivers an all-in-one connectivity and communication solution to each and every client.

Services on offer: Wireless Internet, Fiber Internet, VoIP Telecommunication, Domain Hosting, Email Hosting, Networking and many more.

Feel free to contact us with any queries you may have.

Compumission is a licensed ISP with Icasa

Find us

47 Stokery Weg, Wellington
P.O Box 1148, Wellington
Tel: 021 300 1210
Wireless Internet available in:

Wellington | Paarl | Malmesbury | Gouda | Yzerfontein | Piketberg | Porterville | Saron | Moorreesberg | Koringberg | Bo-Piketberg | Redelinghuys | Moutonshoek | Hermon | Darling | Langebaan

©2017 Compumission (PTY) Ltd. All Rights Reserved.

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