Legal

Code of Conduct

1. Introduction and Publication

This Code of Conduct ("the Code") sets out the standards Microweb (Pty) Ltd ("Microweb", "we", "us") commits to in providing electronic communications network services and electronic communications services to its customers, in line with the Electronic Communications Act, 2005 and the regulations published under it.

This Code is published at: www.microweb.africa/code-of-conduct

This Code applies to all Microweb customers and is available on request at no charge.

2. Official Languages

Microweb provides customer service and this Code of Conduct in the following language(s):

• English
• Afrikaans

3. Your Rights as a Customer

• To receive the services you have signed up for, at the tariffs and service levels agreed.
• To receive clear information about our services, tariffs, and terms and conditions before signing up.
• To lodge a complaint and have it dealt with fairly, promptly and free of charge — see our Complaints Handling Procedure.
• To have your personal information protected in line with the Protection of Personal Information Act, 2013 (POPIA).
• To cancel your service in line with the terms of your agreement with us.

4. Our Services and Products

Microweb provides fixed wireless broadband internet access to customers within its licensed coverage area, currently covering Westlake, Vrygrond, Capricorn, Seawinds, Lavender Hill, Overcome Heights, Retreat and Steenberg in Cape Town, Western Cape.

A full description of current packages and services is available at www.microweb.africa/apply-now/

5. Tariffs and Fees

Microweb publishes its current pricing for all services, including:

• Monthly subscription fees for each package.
• Any once-off connection or installation fees.
• Any other charges that may apply (e.g. equipment, call-out fees).

Current pricing is published at: www.microweb.africa/apply-now/

Customers will be given reasonable notice of any price changes, in line with their service agreement.

6. Contract Terms and Conditions

All customers are provided with clear terms and conditions before or at the time of signing up, covering at minimum:

• The service being provided and any minimum contract term.
• Pricing, billing cycle, and payment methods.
• Cancellation and termination terms.
• Fair usage or acceptable use provisions, where applicable.

Microweb’s current customer terms and conditions are available at: www.microweb.africa/terms-conditions/

7. Protection of Customer Confidentiality

Microweb collects and processes customer personal information only for the purposes of providing and billing for its services, and in line with the Protection of Personal Information Act, 2013 (POPIA).

• Customer information is not shared with third parties except where required to deliver the service, comply with the law, or with the customer’s consent.
• Customers may request access to, correction of, or deletion of their personal information, subject to applicable law.

8. Billing, Payment, Collection and Credit Practices

• Customers are billed monthly in advance, in line with their service agreement.
• Payment methods accepted: EFT, Credit Card, Ozow, 1Voucher, Scan to Pay.
• Where an account falls into arrears, customers will be notified before any suspension of service, and given a reasonable opportunity to make payment.
• Microweb does not charge hidden fees — all charges are disclosed in advance.

9. Complaint Handling Process and Procedure

Full detail of how to lodge a complaint, and how it will be handled, is set out in Microweb’s Complaints Handling Procedure. In summary:

• Complaints can be lodged via email, phone, WhatsApp or the website.
• Microweb aims to acknowledge complaints within 24 hours and resolve them within 7 working days.
• If a complaint cannot be resolved to the customer’s satisfaction, it may be escalated to WAPA (the Wireless Access Providers’ Association) or to ICASA directly.

10. Remedies for Defective Products or Services

• Where a fault is identified in Microweb’s network or service, Microweb will use reasonable efforts to restore service as quickly as possible.
• Faulty equipment supplied by Microweb will be repaired or replaced at no cost to the customer, where the fault is not due to customer misuse.

11. Operational, Implementation and Evaluation Process

This Code is implemented by Microweb’s management and reviewed at least annually, or sooner if there is a material change to Microweb’s services, systems, or applicable regulation.

This Code was last reviewed on: 18 August 2026.