Code  of Conduct

1. Key Commitments
a. Act in a fair, reasonable and responsible manner in all dealings with consumers;
b. Ensure that all services and products meet the specifications as contained in their licences and all the relevant laws and regulations;
c. Not unfairly discriminate against or between consumers on the basis of race, gender, sex, age, religion, belief, disability, ethnic background or sexual orientation;
d. Display utmost courtesy and care when dealing with consumers;
e. Provide consumers with information regarding services and pricing;
f. Where requested provide consumers with guidance with regard to their customer needs;
g. Keep consumer’s personal information confidential; and
h. Advise consumers of their right to refer complaints to ICASA, where SA-Gateway has failed to resolve the complaint.

2. Consumer rights
a. A right to be provided with the required service without unfair discrimination;
b. A right to choose the service provider of their choice;
c. A right to receive information in their preferred language;
d. A right to access and question records and information held by the service provider;
f. A 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;
g. A right to port a number in terms of applicable regulations;
h. A right to lodge a complaint; and
i. A right to redress.

3. Provision of Information
a. All information about SA-Gateway’s services, pricing, term and conditions, payment are provied on www.sagateway.com
1. Under our services links on our website
2. Under the link Legal on our website
3. Under the order section on our website.
b. Our biling procedure is set out in our terms & conditions.
c. Compaints must be sent to accounts@www.sagateway.com.
d. All contact details are available on our home page or Contact Us Page

4. Tarrifs
a. All tarrifs are available on the product page, and when confirming the order..
5. Consumer Confidentiality
SA-Gateway will not release to any third party, without the express consent of the subscriber, information concerning the subscriber’s usage of its service, except as to the name of the subscriber. SA-Gateway will keep all data which are necessary for the professional execution of the service. SA-Gateway shall not disclose personal information from Users unless the User consents thereto; SA-Gateway shall disclose information without the User’s consent only through due legal process.

6. Compants handling
a. . All complaints can be logged via :
1. The customer portal support system and selecting the compaints department.
2. Emailing complaints@www.sagateway.com
3. By telephone by calling 086 110 2062
b. We will acknowledge the complaint within three days of receipt thereof.
c, We will resolve all complaints within 14 days of receipt thereof.
d. You may approach the Authority(ICASA) for a resolution to the dispute should you not be satisfied with the decision of SA-Gateway.

7. Billing complaints
a. All complaints can be logged via :
1. The customer portal support system and selecting the compaints department.
2. Emailing complaints@www.sagateway.com
3. By telephone by calling 086 110 2062
b. We will resolve all complaints within 14 days of receipt thereof.
c. We will not disconnect your service during the investigation of the complaint.
d. You may approach the Authority(ICASA) for a resolution to the dispute should you not be satisfied with the decision of SA-Gateway.
ISPA membership and Code of Conduct
SA-Gateway confirms that in compliance with section 72 of the Electronic Communications and Transactions Act 25 of 2002, SA-Gateway is a member of the Internet Service Providers’ Association (ISPA) and has adopted and implemented the association’s official Code of Conduct, which can be viewed at http://www.ispa.org.za/code.