Service Charter
What you can expect from Vektro Networks, published in terms of the ICASA End-user and Subscriber Service Charter Regulations.
This is our Service Charter — a plain-language summary of what you can expect from Vektro Networks, the standards we work to, and what to do when something goes wrong. It is published in terms of regulation 7 of the End-user and Subscriber Service Charter Regulations made by the Independent Communications Authority of South Africa (ICASA).
It is written to be read, not to be waded through. If anything here is unclear, phone us on 044 023 0016 and we will explain it.
1. Who we are
| Registered name | Baia Formosa Trading 12 CC |
|---|---|
| Trading as | Vektro Networks |
| Registration number | CK2008/254837/23 |
| VAT number | 4830253235 |
| Class ECS licence | 3364/CECS/JUNE/2026 — granted 12 June 2026 for 10 years, Garden Route District Municipality, Western Cape |
| ECS licence exemption | CECS-E/0019/2026 — resale of electronic communications services obtained from a licensed entity |
| Regulator | Independent Communications Authority of South Africa (ICASA) |
| Address | 61 Robberg Road, Plettenberg Bay, 6600 |
| Support | support@vektronetworks.co.za | 044 023 0016 | WhatsApp 082 313 4560 |
| Accounts | billing@vektronetworks.co.za |
| Support hours | Monday to Friday, 08:00–17:00 (SAST), excluding public holidays |
2. Who this charter covers
Every residential and business customer of Vektro Networks in the Garden Route — fibre, 5G and LTE internet, VoIP, managed Wi-Fi and monitored connectivity services. Some sections apply only to a particular service type, and say so where that is the case.
3. Before you sign up
Before you commit to anything, we will tell you in writing:
- The monthly fee, inclusive of VAT, and exactly what is in the package.
- The once-off costs — installation, router, cabling, any deposit or connection fee.
- The speeds on the package, and that these are maximums rather than guarantees.
- Whether a Fair Use Policy applies and at what threshold.
- The contract term and notice period, and what it costs to cancel.
- Any out-of-bundle or excess usage rates before you can incur them.
- That tariffs may change on 30 days’ written notice.
Site surveys are free and carry no obligation. If we cannot deliver a service at your address, we will tell you so rather than sell you something that will disappoint you.
4. Installing and activating your service
We work to the standards ICASA sets for licensees:
| Service | Standard |
|---|---|
| Fixed residential (fibre to the home) | 95% installed within 30 days of a valid order |
| Fixed business | 90% installed within 30 days of a valid order |
| Fixed wireless (5G / LTE) | 95% activated within 48 hours |
Two honest qualifications:
- For fibre we resell over infrastructure owned by a Fibre Network Operator (FNO). Where a new line has to be built, the physical work and its timing belong to the FNO. We place the order, track it, chase it and keep you informed — and we will tell you plainly when the delay is theirs rather than ours.
- An order is only valid once we have your signed agreement, your RICA documents and access to the premises. The clock starts then, not at first enquiry.
5. Keeping your service running
- We target 95% network and service availability, averaged over six months, in line with the ICASA standard.
- Our network is monitored 24 hours a day, 7 days a week. In most cases we see an outage before you report it.
- Live service status is published at status.vektronetworks.co.za.
- Service can still be interrupted by things outside our control — FNO infrastructure faults, upstream provider outages, load shedding, cable theft and weather. We will tell you what has happened and what is being done about it.
6. Reporting a fault
Email support@vektronetworks.co.za, phone 044 023 0016, or WhatsApp 082 313 4560.
- We aim to acknowledge every fault within one business day.
- We work to the ICASA standard of 90% of fixed-line faults cleared within 5 days.
- Where the fault is on FNO infrastructure we log it with the FNO immediately, give you their reference, and follow it up until it is closed.
- We will replace faulty equipment we supplied at no charge, unless the damage was caused by negligence, misuse, a power surge or lightning.
7. Planned maintenance and upgrades
Where work of ours will interrupt your service, we give you at least 7 days’ notice — by email, SMS or WhatsApp, and on our website and status page — with a reminder the day before. Emergency work to restore a broken service may have to happen without notice; we will tell you as soon as we can. Maintenance windows announced by an FNO or upstream provider are passed on to you as soon as we receive them.
8. Billing and statements
- Monthly fees are billed in advance on the 1st. Your first month is charged pro rata from the day your service starts.
- Every invoice shows the billing period with clear start and end dates, the services charged, and VAT.
- Usage-based or out-of-bundle charges are itemised.
- Statements and usage are available in the customer portal at portal.vektronetworks.co.za, and on request by email.
- We keep billing and usage records for at least 3 months, and generally far longer.
- We will not charge you out-of-bundle rates, or bill you for a third-party subscription, without confirming the cost with you first.
- Tariff changes are notified 30 days in advance, and you may cancel if you do not accept them.
Payment terms, suspension and reconnection are set out in our Terms & Conditions.
9. Changing or cancelling your service
- Services run month to calendar month. There is no fixed term and no early-termination penalty.
- Either side may cancel on one calendar month’s written notice, by email to support@vektronetworks.co.za.
- We acknowledge every cancellation in writing within one business day. If you have not had an acknowledgement, assume we did not receive it — please phone us.
- Upgrades and downgrades take effect from the start of the following calendar month.
The full detail, including refunds and cooling-off rights, is in our Refund & Cancellation Policy.
10. Your equipment
A router supplied as part of your monthly fee stays our property and must come back to us within 14 days of your service ending. Equipment you buy from us is yours once it is paid for, and carries the manufacturer’s warranty plus your rights under the Consumer Protection Act.
11. Your personal information
We process personal information under POPIA and verify your identity and address as RICA requires. We do not sell your information. Full detail is in our Privacy Policy.
12. When we get it wrong
Tell us. We acknowledge every complaint within 48 hours with a reference number, and aim to resolve it within 14 days. If we cannot put it right, you are entitled to take it to ICASA, and we will tell you how.
The full process is set out in our Complaints Procedure.
13. What we ask of you
- Keep your contact details current — most delays we see start with an out-of-date email address.
- Give our technicians safe access, power and, where needed, landlord or body corporate consent.
- Look after the equipment in your home.
- Use the service lawfully, and pay on time so we do not have to suspend it.
- Tell us early when something is wrong. A fault reported on the day is far easier to fix than one reported a fortnight later.
14. Contact us
Vektro Networks — a division of Baia Formosa Trading 12 CC
61 Robberg Road, Plettenberg Bay, 6600
Support: support@vektronetworks.co.za | Accounts: billing@vektronetworks.co.za
Telephone: 044 023 0016 | WhatsApp: 082 313 4560
Monday to Friday, 08:00–17:00 (SAST)