Last Updated: 03/09/2026
1. Introduction
Homenet Solutions ("we", "us", "our", "the Company") is committed to protecting your personal information in accordance with the Protection of Personal Information Act, 4 of 2013 ("POPIA").
This Privacy Policy explains what personal information we collect, why we collect it, how we use and protect it, and what rights you have regarding your information.
This Policy applies to all customers, prospective customers, website visitors, and other individuals whose personal information we process in connection with our fibre-to-the-home (FTTH) internet services.
2. Responsible Party & Information Officer
Homenet Solutions is the "Responsible Party" as defined in POPIA for the personal information described in this Policy.
3. What Personal Information We Collect
Depending on your relationship with us, we may collect:
Identity & Contact Information: Full name, South African ID number, email address, home and mobile telephone numbers, physical/installation address, additional contact person details.
Financial Information: Billing history, and payment records.
Service Information: Selected package, contract terms, installation details, equipment assigned to your account, network usage data required for service delivery and troubleshooting.
Technical Information: IP address, device information, and network diagnostic data collected through your use of the Service.
Communications: Records of correspondence between you and our support, sales, or billing teams (calls, emails, chat, and form submissions).
Marketing Preferences: Your consent status and preferences regarding marketing communications. We do not knowingly collect special personal information (as defined in POPIA, e.g. race, health, religious beliefs, biometric data) except where strictly necessary and permitted by law (e.g. ID number for identity verification and RICA compliance).
4. How We Collect Your Information
We collect personal information directly from you when you:
- Complete our service application/contract form
- Contact our sales, support, or billing teams
- Visit or interact with our website
- Communicate with us via email, phone, or messaging platforms.
We may also receive information from network operators (e.g. Openserve, MetroFibre, Frogfoot) where necessary to provision, maintain, or troubleshoot your Service.
5. Purpose of Processing
We process your personal information for the following purposes, each with a lawful basis under POPIA:
| Purpose | Lawful Basis |
| Concluding and administering your service agreement | Performance of a contract |
| Setting up and processing debit order payments | Performance of a contract |
| Installing, maintaining, and troubleshooting your fibre connection | Performance of a contract |
| Complying with RICA and other legal requirements | Legal obligation |
| Billing, invoicing, and debt collection | Performance of a contract / legitimate interest |
| Responding to support queries and complaints | Performance of a contract |
| Sending you marketing communications about our products | Consent (opt-in) |
| Improving our services, network planning, and fraud prevention | Legitimate interest |
| Complying with requests from law enforcement or regulators | Legal obligation |
6. Marketing Communications
Where you have opted in, we may use your contact details to send you information about our products, promotions, and service updates. You may withdraw this consent at any time, free of charge, by:
- Clicking "unsubscribe" on any marketing communication, or
- Emailing support@homenet-solutions.co.za with the subject line "Opt-out."
Withdrawing marketing consent does not affect our ability to send you service-related communications (e.g. billing notices, planned maintenance, outage alerts), which are necessary for delivering the Service and are not based on marketing consent.
7. Sharing Your Information
We do not sell your personal information. We may share it with:
- Network operators(e.g. Openserve, MetroFibre, Frogfoot) — solely to install, activate, and maintain your fibre connection.
- Payment processors and financial institutions — to process debit orders and payments.
- IT service providers and hosting providers— who process data on our behalf under written confidentiality and security agreements (Operators, as defined in POPIA).
- Regulators and law enforcement — where required by law, a valid court order, or RICA.
- Professional advisors (e.g. auditors, lawyers) — where necessary for legal or compliance purposes.
Any third party who processes personal information on our behalf does so only under a written agreement requiring them to maintain confidentiality and implement appropriate security safeguards, in line with section 21 of POPIA.
8. Cross-Border Transfers
- We do not transfer your personal information outside the borders of South Africa.
9. Data Retention
We retain your personal information for as long as necessary to fulfil the purposes described in this Policy, including:
- For the duration of your service agreement, and
- For a further period thereafter as required to comply with legal, tax, accounting, or regulatory obligations (typically 5 years from the end of the financial year in which a record was created, per South African tax and companies legislation), or
- As needed to resolve disputes or enforce our agreements.
Once no longer required, we securely delete or anonymise your personal information.
10. Security Safeguards
We implement appropriate technical and organisational measures to protect your personal information against loss, unauthorised access, alteration, or disclosure, including:
- Access controls limiting personal information access to authorised staff only
- Secure storage of financial and identity information
- Regular review of our security practices
- Written confidentiality obligations for staff and third-party Operators
No system is completely secure, and we cannot guarantee absolute security, but we take reasonable steps consistent with POPIA's requirements to protect your information.
11. Your Rights Under POPIA
You have the right to:
- Be notified that your personal information is being collected
- Access the personal information we hold about you
- Request correction or deletion of inaccurate, irrelevant, excessive, or unlawfully obtained personal information
- Object to the processing of your personal information for direct marketing purposes
- Withdraw consent, where processing is based on consent, at any time
- Lodge a complaint with the Information Regulator if you believe your rights under POPIA have been infringed. We will respond within a reasonable time and in accordance with POPIA's requirements.
12. Complaints
If you are unsatisfied with how we have handled your personal information, you may lodge a complaint with:
The Information Regulator (South Africa)
Email: complaints.IR@justice.gov.za
Website: www.justice.gov.za/inforeg
13. Changes to This Policy
We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. The "Last Updated" date at the top of this Policy indicates when it was last revised. Material changes will be communicated to customers via email or a notice on our website.
14. Contact Us
For any questions about this Privacy Policy or how we handle your personal information, contact:
Homenet Solutions: support@homenet-solutions.co.za
