1. Home
  2. Cool Ideas Code of Conduct & Service Charter

Cool Ideas Code of Conduct & Service Charter


Contents


Introduction
  1. In order to provide electronic communications network services and electronic communications services, Cool Ideas (Pty) Ltd (Cool Ideas) operates in terms of licences issued by the Independent Communications Authority of South Africa (“ICASA”).
  2. ICASA requires that all licence-holders comply with amongst other things the:
    1. ICASA Code of Conduct Regulations, 2007; and the
    2. ICASA End-User and Subscriber Service Charter Regulations, 2016 (as amended), which set out minimum standards of conduct and minimum quality of service standards for the provision of services to both current and prospective consumers.
  3. Cool Ideas has accordingly developed this Code of Conduct & Service Charter for the benefit of consumers.

Interpretation
  1. Any reference to ‘days’ shall mean Monday to Friday excluding public holidays within the Republic of South Africa.
  2. Any reference to ‘hours’ shall mean Cool Ideas’ standard business operating hours of Monday to Friday from 08:00 to 20:00 and 09:00 to 15:00 on weekends and Public holidays
  3. Where a word, term or phrase is defined as having a specific meaning within the aforementioned regulations that word, term or phrase shall be considered to have the same meaning in this Code of Conduct & Service Charter, with any word, term or phrase defined herein having the specified meaning.
  4. This document is specifically drafted to cover the terms of the aforementioned regulations and will not limit any of the consumer’s rights or Cool Ideas’ obligations as may be prescribed in other legislation or regulations or in Cool Ideas’ policy documents which may apply to the consumer or this relationship.

Key commitments
  1. Cool Ideas makes the following key commitments and will endeavour to:
    1. act in a fair, reasonable and responsible manner in all dealings with consumers;
    2. ensure that all services and products meet the specifications as contained in its licences and all the relevant laws and regulations;
    3. not unfairly discriminate against or between consumers on the basis of race, gender, sex, age, religion, belief, disability, ethnic background or sexual orientation;
    4. display utmost courtesy and care when dealing with consumers;
    5. provide consumers with information regarding services and pricing;
    6. provide consumers with guidance in regard to their needs, upon request;
    7. keep consumers' personal information confidential;
    8. advise consumers to refer the complaint to ICASA.

Consumer rights
  1. The consumers’ rights include but are not limited to the following:
    1. a right to be provided with the required service without unfair discrimination;
    2. a right to choose the service provider of their choice;
    3. a right to receive information in preferred language(s);
    4. a right to access and question records and information held by the service provider;
    5. a right to the protection of consumers' personal data, including the right not to have personal data sold to third parties without permission by the consumer;
    6. a right to port a number in terms of applicable regulations;
    7. a right to lodge a complaint; and
    8. a right to redress.

Consumer confidentiality
  1. Cool Ideas will protect the confidentiality of the consumer information and will:
    1. not disclose consumer information to third parties;
    2. keep consumer information confidential and not disclose it to third parties without the consent of the consumer or the consumer's legal representative; and
    3. use consumer information only for the purposes of the consumer's account and for the purpose of billing and payment.
    4. when directed by the written instruction of the consumer,
    5. when directed by an order of a court,
    6. during the process of collection of debts by accredited debt collection agencies.
    7. by Cool Ideas' auditors for the purpose of auditing its accounts, or
    8. in terms of any applicable law.

General terms
  1. Cool Ideas will communicate billing processes and payment procedures and any changes thereto to consumers at the time of signup.
  2. Where applicable, Cool Ideas reserves the right to subject any application for services, including variations to existing services, to credit referencing and analysis by registered credit bureaux, and the consumer explicitly consents to the use of all information supplied by the consumer for this purpose and for the purpose of compliance with the National Credit Act 34 of 2005 (as amended).
  3. Where any equipment supplied by Cool Ideas is defective, then Cool Ideas will investigate the issue and will repair or replace it in accordance with the manufacturer’s warranty for that product. Cool Ideas will put alternative measures in place for the consumer for the duration of the repair/replacement of the defective equipment.

Procedures: complaints & billing complaints
  1. For the purposes of this section,
    1. Complaints will be submitted through the website of Cool Ideas;
    2. Complaints will be submitted by the consumer in writing to Cool Ideas at the following address: Cool Ideas, P.O. Box 1000, Randburg, South Africa, 1690;
    3. Complaints will be submitted to Cool Ideas by email at the following address: complaints@coolideas.co.za;
    4. Complaints will be submitted to Cool Ideas by telephone at the following numbers: +27 (0) 82 788 8888 or +27 (0) 82 788 8899.
  2. Cool Ideas will lodge a complaint with ICASA as follows:
    1. The complaint will be forwarded to ICASA by email;
    2. ICASA will process the complaint and respond to the complainant within 48 hours;
    3. ICASA will communicate the outcome of the complaint to Cool Ideas within 14 days of receipt of the complaint.
    4. Any relevant evidence or documentation the consumer wishes to submit in support of the complaint.
  3. Cool Ideas will take all reasonable steps to investigate and respond to complaints as soon as possible. This may include, but is not limited to, the following:
    1. Cool Ideas will send a copy of the complaint to the complainant and to the relevant service provider;
    2. Cool Ideas will conduct a credit analysis of the complainant if the complaint involves a billing complaint;
    3. Cool Ideas will investigate the complaint and respond to the complainant within 48 hours;
    4. Cool Ideas will communicate the outcome of the complaint to the complainant within 14 days of receipt of the complaint.
  4. Cool Ideas will not suspend or disconnect services nor take adverse collection procedures or assess late charges and/or penalties on the complaint lodged. Cool Ideas will not take any steps to prevent or remedy the complaint lodged.
    1. Cool Ideas will send a copy of the complaint to the complainant and to the relevant service provider;
    2. Cool Ideas will conduct a credit analysis of the complainant if the complaint involves a billing complaint;
    3. Cool Ideas will investigate the complaint and respond to the complainant within 48 hours;
    4. Cool Ideas will communicate the outcome of the complaint to the complainant within 14 days of receipt of the complaint.
  5. The complainant must first lodge a complaint or billing complaint with Cool Ideas and wait for resolution in terms of this document. The complainant shall not escalate a complaint or billing complaint to another forum before first exhausting the procedures set out herein.

  6. The complainant may escalate a complaint with ICASA only in the following instances:
    1. when the complainant disputes the outcome of the resolution of the complaint; or
    2. when Cool Ideas has failed to respond or has not adequately responded to the complaint within the prescribed period(s).
  7. Such complaint may be lodged with ICASA following its consumer complaints procedures, which can be viewed at htts//www.icasa.org.za.
  8. Any complaint referred to Cool Ideas by ICASA will be processed in terms of the ICASA-prescribed timelines and processes.

Minimum service standards
  1. The End-user and Subscriber Service Charter Regulations, 2016 (as amended) set out the following quality of service parameters for Fixed Services, Fixed Wireless and Mobile Services (as defined therein):
    1. 95% electronic communications network service availability averaged over 6 months;
    2. 95% electronic communications service availability averaged over 6 months;
    3. For Fixed Services, 95% success rate in meeting residential services installations within 30 days of request measured over 6 months, and 90% successful installations for business services within 30 days of request measured over 6 months;
    4. For Fixed Wireless, 95% success rate for activations within 48 hours measured over 6 months, and for Mobile Services 99% activated within 48 hours measured over 6 months;
    5. For Fixed, 90% of faults cleared within 5 days measured over 6 months, and for Mobile Services, 95% of faults cleared within 24 hours measured over 6 months;
    6. Average Call Setup Success Ratio equal to or greater than 98%;
    7. Average Call Setup Time equal to or less than 9 seconds;
    8. Average Dropped Call Ratio equal to or less than 3%;
    9. Average Speech Quality Mean Opinion Score (MOS) equal to or greater than 3;
    10. Average SMS End-to-End Delivery Success Rate equal to or greater than 98%;
    11. Average SMS End-to-End Delivery Time equal to or less than 10s;
    12. Application Throughput to have average value of download equal to or greater than 5Mbit/s;
    13. File Transfer Protocol (FTP) Average Download Throughput to have average value of download equal to or greater than 5Mbit/s;
    14. File Transfer Protocol (FTP) Average Upload Throughput to have average value of upload equal to or greater than 1.5 Mbit/s;
    15. Hypertext Transfer Protocol (HTTP) Average Download Throughput to have average value of download equal or greater than 5 Mbit/s;
    16. Hypertext Transfer Protocol Average Upload Throughput to have average value of upload equal to or greater than 1.5 Mbit/s;
    17. Round Trip Time RTT (Latency) to have average value equal to or less than 100ms;
    18. Average Speech Quality Mean Opinion Score (MOS) equal to or greater than 3.5;
    19. Minimum Signal Strength equal to or greater than -105 dBm;
    20. Web Page Access Success Rate equal to or greater than 95%;
    21. Web Page Completion Success Rate equal to or greater than 95%;
    22. Web Page Download time equal to or less than 5 sec;
    23. Video Streaming Completion Success Rate Set-up equal to or greater than 95%;
    24. Video Streaming Reproduction Cut-off Ratio equal to or greater than 95%.
  2. Cool Ideas will not be liable for any failure to meet any of the minimum service standards set out in this document.
  3. Cool Ideas reserves the right to amend, modify or revoke this document at any time, and without notice, and without obligation to notify the complainant or subscriber.


Last updated: June 2024

This document has been prepared specifically for Cool Ideas and any unauthorised reproduction of part or all of the content of this document is prohibited. You may not, except with our express written permission, copy (whether verbatim or not) or commercially exploit the content of this document.