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Purpose of the Code
This ISPA Code of Conduct establishes a framework ensuring responsible behavior.
and compliance with ISPA Code Section 1 and ISPA Code Section 2. It protects
consumers, promotes ethical service delivery, and ensures fairness among ISPA
members. The Code encourages transparency in all operational practices and
reinforces the duty to uphold industry standards. Members are expected to understand
and apply these principles consistently across all interactions and services.
Responsibilities of ISPA Members
Members must act ethically and comply with ISPA Code Section 3 at all times. Accurate
service information and transparent communication are mandatory. Members should
provide clear contractual terms, deliver services efficiently, and maintain a high standard
of customer service. They must also ensure staff are trained to follow compliance rules
and represent the organisation professionally.
Consumer Rights
Consumers must receive clear communication and fair dispute handling as mandated in
ISPA Code Section 4. Data must be handled responsibly. Consumers are entitled to
transparent billing, accessible support, and adequate protection of their personal
information. Members must ensure that consumer queries are resolved promptly and
escalations are handled transparently.
Data Privacy & Compliance
Members must follow POPIA requirements and comply with ISPA Code Section 5.
Personal information must be secured and processed legally. Security measures must
be reviewed regularly to prevent unauthorised access or data leaks. Members must also
document internal procedures to ensure that data-handling actions remain compliant at
all times.
Network & Service Integrity
Members must maintain reliable systems and ensure network protection in line with
ISPA Code Section 6. Cybersecurity precautions are required. Systems should be
monitored regularly to detect threats early, and maintenance should be performed
proactively. Infrastructure stability is essential to ensure uninterrupted customer services
and prevent reputational damage.
Complaints & Resolution
Complaints must be handled promptly and professionally in compliance with ISPA Code
Section 7. Members must cooperate fully with ISPA investigations. All complaints should
be logged, tracked, and resolved within reasonable timeframes. Members must ensure
customers have access to escalation channels and receive fair outcomes.
Enforcement & Compliance Actions
ISPA enforces compliance and may take action according to ISPA Code Section 7.
Violations can lead to sanctions or membership termination. Enforcement ensures that
all members operate under equal obligations and maintain high industry standards.
Continuous non-compliance may result in reputational risk and additional corrective
measures.
Acceptance of the Code
By maintaining membership, organisations accept and adhere to all rules outlined in
ISPA Code Section 8. Ongoing compliance is required. Members must stay updated
with revisions to the Code and adapt internal processes accordingly. Acceptance
signifies a commitment to ethical service delivery and industry-wide accountability.
Signature Section
Prepared for: ICT Choice
Signed by: ______________________________
Position: ______________________________
Date: ______________________________