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ACT ISP – Acceptable Usage Policy & Fair Usage Policy

This policy applies to every customer and user of ACT ISP Services CC (“ACT ISP”) from 1 November 2026. It covers wireless and fibre internet, hosting and e-mail services, and forms part of the Agreement between the Customer and ACT ISP, together with the Customer Application Form and the Service Terms and Conditions.

Part A (Acceptable Usage Policy) sets out how the services may and may not be used. Part B (Fair Usage Policy) explains how ACT ISP keeps its uncapped, shared network fair for all customers. Where this policy and the Service Terms and Conditions differ, the Service Terms and Conditions apply.

Part A – Acceptable Usage Policy (AUP)

A1. Customer responsibilities

  1. The Customer is responsible for all use of the service through their account and connection, whether by the Customer, their household, employees or visitors.
  2. The Customer must keep passwords, Wi-Fi keys and login details secret and must not allow unauthorised persons to use or access the service.
  3. Where the Customer allows a minor to use the service, the Customer, as parent or guardian, is responsible for the minor’s online conduct and any consequences of misuse.
  4. ACT ISP is not responsible for any dealings, purchases or transactions between the Customer and third parties on the internet.

A2. Unlawful use

The service may be used only for lawful purposes. The Customer may not use the service to create, store, send or distribute any material or communication that breaks South African law, including the Cybercrimes Act 19 of 2020, the Electronic Communications and Transactions Act 25 of 2002, the Films and Publications Act 65 of 1996 and the Protection of Personal Information Act 4 of 2013. This includes, without limitation:

  • material that infringes copyright, trademarks or other intellectual property rights;
  • material that is defamatory, threatening, harassing, or incites violence or hatred;
  • fraud, phishing, scams or impersonation;
  • any material that harms or exploits children, including child sexual abuse material. ACT ISP will report such material to the South African Police Service as required by law.

A3. Network security

The following are prohibited and may lead to criminal and civil liability:

  1. Unauthorised access to, or attempts to probe, scan or test the security of, any system, network or data.
  2. Monitoring data or traffic on any network or system without the owner’s permission.
  3. Interfering with service to any user, host or network, including flooding, denial-of-service attacks or deliberately overloading a system.
  4. Forging packet headers, e-mail headers or sender information.
  5. Spreading viruses, malware or any other harmful software.
  6. Tampering with, moving or reconfiguring ACT ISP equipment, or connecting equipment that interferes with the ACT ISP network.

A4. Spam and e-mail

  1. Sending unsolicited bulk messages (spam), chain letters or get-rich-quick schemes by e-mail, SMS or messaging apps is prohibited.
  2. Using another party’s mail server to relay mail without permission is prohibited.
  3. ACT ISP may filter e-mail for spam and viruses. The filter may occasionally block or misclassify a valid message, and ACT ISP is not liable for messages lost this way.

A5. Internet content and third-party sites

ACT ISP provides access to the internet but does not control its content. ACT ISP is a conduit only and is not responsible for any content, website, service or advertisement the Customer accesses, or for any loss arising from relying on it.

A6. Reporting abuse

Anyone may report a breach of this policy to info@actisp.co.za or by WhatsApp to 072 807 8514. Please include as much detail as possible, such as the date and time, the website or e-mail headers involved, and a short explanation of the problem.

A7. What ACT ISP may do if this policy is breached

Depending on how serious the breach is, ACT ISP may:

  1. warn the Customer;
  2. limit, suspend or disconnect the service, immediately if the network or other customers are at risk;
  3. terminate the Agreement;
  4. charge the Customer the reasonable costs of dealing with the breach;
  5. remove unlawful material from ACT ISP hosting or e-mail services;
  6. co-operate with, and give information to, law enforcement agencies where required by law.

Part B – Fair Usage Policy (FUP)

B1. Uncapped, shared network

All ACT ISP wireless packages are uncapped: there is no monthly data limit. The network is shared by all customers, so the package speed is a maximum (“up to”) speed and is not guaranteed. This policy makes sure that a small number of very heavy users does not slow the network down for everyone else.

B2. Home and business packages

  1. Home packages are for normal household use at the installed premises only.
  2. A home connection may not be resold, or shared with other households or premises, for example by cable, a second wireless link or a hotspot business.
  3. Businesses, shops, guesthouses and similar users must take a business package.

B3. What counts as excessive use

Use is excessive when it is far above that of a typical customer on the same package and affects the service of other customers, especially during peak hours (18:00 to 23:00 every day). Examples:

  • downloading or uploading at full speed for many hours every day;
  • running servers (game, file, mail or web servers) on a home connection;
  • continuous peer-to-peer (torrent) file sharing;
  • cryptocurrency mining;
  • using the connection in breach of clause B2.

Normal streaming, video calls, gaming, social media, browsing and working from home are not excessive use.

B4. How ACT ISP manages excessive use

  1. Notice. ACT ISP will first contact the Customer by SMS, WhatsApp or e-mail to explain the problem.
  2. Speed management. If excessive use continues, ACT ISP may reduce the Customer’s speed during peak hours for the rest of that month.
  3. Package change. Where use is regularly excessive, ACT ISP may ask the Customer to move to a suitable package, such as a business package.
  4. Termination. Where the Customer refuses, or continues to affect other customers, ACT ISP may terminate the service in terms of the Service Terms and Conditions.

ACT ISP may also manage traffic on the network as a whole, for example by giving priority to calls, video calls and browsing over large background downloads at busy times.

Part C – General

  1. Changes to this policy. ACT ISP may update this policy. Changes will be published on www.act.co.za at least one calendar month before they take effect, and customers will be notified by SMS, WhatsApp or e-mail.
  2. Privacy. ACT ISP respects customers’ privacy. How personal information is collected and used is set out in the Privacy Policy on www.act.co.za.
  3. Security of data. ACT ISP cannot guarantee the security of data sent over the internet. Customers are responsible for protecting their own devices and data, for example with up-to-date software and antivirus.
  4. No waiver. If ACT ISP does not act on a breach at a given time, it does not lose the right to act on that or any later breach.
  5. Cancellation, payment and suspension for non-payment are dealt with in the Service Terms and Conditions.

Contact details

Office hours 056 212 6199 · 056 213 1603 · 056 213 2057 · 056 213 2064
After hours (call or WhatsApp) 072 807 8514 · 072 661 6677
Accounts (WhatsApp) 079 914 1006
E-mail info@actisp.co.za

Support line open 08:00 to 22:00, seven days a week.