ISPA Details

About ISPA

The Internet Service Providers' Association (ISPA) is the industry body representing South African Internet Service Providers. ISPA works to promote the interests of the internet industry and provides a framework for handling complaints and disputes related to internet services.

BlackNet (Pty) Ltd is committed to adhering to ISPA's Code of Conduct and best practices for the internet service provision industry.

ISPA Contact Information

For general inquiries or complaints about the internet service industry in South Africa:

BlackNet Designated Contact for Complaints

For complaints or concerns related to BlackNet services:

Takedown Notice Procedures

In accordance with the Electronic Communications and Transactions Act (ECTA), BlackNet has established procedures for handling takedown notices related to unlawful content.

Who Can Submit a Takedown Notice?

Any person or entity that believes unlawful activity or content is being conducted or hosted through BlackNet's services may submit a takedown notice.

What Should a Takedown Notice Include?

A valid takedown notice must include:

• Full name and contact details of the complainant
• Written or electronic signature of the complainant
• Identification of the allegedly unlawful content or activity
• URL or location of the content (if applicable)
• Reasons why the content is believed to be unlawful
• Statement that the information provided is accurate
• Statement that the complainant is acting in good faith

Where to Send Takedown Notices

Takedown notices should be sent to:

Processing Timeframes

BlackNet will acknowledge receipt of takedown notices within 2 business days and will investigate and respond within 10 business days, as required by ECTA.

Customer Complaints Process

Step 1: Contact BlackNet Directly

We encourage you to first contact our customer support team to resolve any issues or concerns:

• Phone: 087 808 3482
• Email: support@blacknet.co.za
• Online: Via our contact form on blacknet.co.za

Step 2: Escalate to Management

If your issue is not resolved to your satisfaction, you may escalate your complaint to our management team by requesting escalation through the same contact channels.

Step 3: ISPA Arbitration

If the matter remains unresolved, you may refer your complaint to ISPA for independent arbitration:

Copyright Infringement Notices

BlackNet respects intellectual property rights and complies with copyright laws. If you believe that copyrighted material is being infringed through our services, please submit a notice containing:

• Identification of the copyrighted work claimed to have been infringed
• Identification of the material that is claimed to be infringing
• Your contact information
• A statement that you have a good faith belief that use of the material is not authorized
• A statement that the information in the notification is accurate
• Your physical or electronic signature

Submit copyright infringement notices to: support@blacknet.co.za (Attention: Copyright Agent)

Spam and Abuse Reports

BlackNet has a zero-tolerance policy for spam and network abuse. To report spam or abuse originating from our network:

Please include the following information in your report:

• Date and time of the incident
• Source IP address (if known)
• Full email headers (for spam reports)
• Description of the abuse
• Any supporting evidence or documentation

Industry Self-Regulation

BlackNet is committed to adhering to industry best practices and self-regulatory frameworks, including:

• ISPA Code of Conduct
• Electronic Communications and Transactions Act (ECTA)
• Protection of Personal Information Act (POPIA)
• Consumer Protection Act (CPA)
• Promotion of Access to Information Act (PAIA)

Additional Resources

For more information about our policies and procedures:

• Terms & Conditions - Service terms and acceptable use policy
• Privacy Policy - How we handle your personal information
• PAIA Manual - Information access procedures

Contact Us

For any questions regarding ISPA compliance or to submit complaints: