ISPA statement on AFRINIC elections

On Monday, 23rd June, during the in-person AFRINIC elections held in Mauritius, serious problems with the election process became apparent. This included:

• Individuals arriving with more than 800 purported Powers of Attorney for AFRINIC members. (AFRINIC has fewer than 2400 members in total.)
• A duly authorised representative of a resource holder attempting to vote, only to be informed that another person had already submitted a vote on their behalf thanks to a Power of Attorney, which that resource holder had not provided to any third party.
• A representative of a resource holder, learning that a Power of Attorney had been submitted on their behalf, only to find that that particular Power of Attorney—the existence of which had already been recorded by AFRINIC staff—had been mysteriously removed from the record by the time a copy was requested.

There have been multiple additional reports from other organisations around Africa that individuals appear to have voted on their behalf based on seemingly fraudulent Powers of Attorney.

These concerns were drawn to the attention of the Chairs of AFRINIC’s Nominations and Elections Committees during the course of voting on Monday. While the Chairperson of the Nominations Committee did eventually “suspend” voting, it has become abundantly clear that the option for unlimited in-person voting based on unverified Powers of Attorney has opened up the AFRINIC election to manipulation and potential fraud. Consequently, ISPA’s attorney opened a criminal case with the Mauritian police on Monday evening.

ISPA calls upon AFRINIC and the Official Receiver:

• To cooperate fully with the police investigation of this matter.
• To nullify the “suspended” election.
• To publish a full list of the organisations on whose behalf Powers of Attorney were submitted to AFRINIC, so that those organisations can be made aware of the possible misrepresentation of their organisations.
• To review the Election Guidelines and Mechanisms to ensure that in-person voting representatives wielding Powers of Attorney are subject to appropriate verification that they do, in fact, represent the relevant resource holder. This must require a positive confirmation from the relevant resource holder.

It is vital to the development of the internet in Africa that an election for AFRINIC’s Board should take place as swiftly as possible. However it is imperative that the election process be free and fair. The current process clearly does not meet these requirements.

If your company is an AFRINIC resource member, and you have evidence that an unauthorised third party submitted a Power of Attorney on your behalf, please get in touch with ISPA (secretariat@ispa.org.za), so that we can put you in touch with the investigating officer handling the case in Mauritius.

ISPA Makes Recommendations for AFRINIC Board Elections

ISPA, South Africa’s official internet Industry Representative Body (IRB), is urging members of AFRINIC (The African Network Information Centre) to vote for specific candidates in this month’s elections for the Board of Africa’s Regional Internet Registry (RIR).

Voting for AFRINIC’s Board opened on Wednesday, 18 June. While ISPA has historically steered clear of making specific AFRINIC voting recommendations, the unusual nature of the current elections means ISPA has decided to recommend that resource holders vote for a specific slate of candidates.

After AFRINIC had been without a functioning Board for three years, the court-appointed Receiver for AFRINIC announced that an election to reconstitute the organisation’s Board of Directors will take place on 23 June 2025 in Mauritius. Online voting is running until 23 June 2025.

For the current voting process to truly emerge as a positive development for the long-term success of one of the world’s five RIRs, the right people need to make up AFRINIC’s Board.

After consultation with other stakeholders, colleagues and industry associations, ISPA’s Board strongly encourages all AFRINIC resource members to vote for the following list of candidates:

• Seat one: North Africa Candidate: Abdelaziz Hilali
• Seat two: West Africa Candidate: Emmanuel Adewale Adedokun
• Seat three: Indian Ocean Candidate: Kaleem Usmani
• Seat four: Central Africa Candidate: Laurent Ntumba
• Seat five: Southern Africa Candidate: Carla Sanderson
• Seat six: Eastern Africa Candidate: Fiona Asonga
• Seat seven/eight: Region Independent Candidates: Adewole David Ajao and Ben Roberts

ISPA believes that voting for this slate of candidates will assure the highest chance of success in the AFRINIC elections.

ISPA notes that there are other nominees who are also well-qualified to serve on AFRINIC’s Board. ISPA’s failure to recommend those nominees should not be viewed as criticism of their candidacy.

ISPA remains committed to supporting its members in maintaining the security and integrity of their network resources.

Visit the AFRINIC website [afrinic.net/election-process] for more information.

Alternatively, should you require additional clarification, please contact secretariat@ispa.org.za.

SA’s Three Top Performing FNOs Better Their Scores in Latest ISPA Perception Survey

• Octotel continues climb as the highest-rated fibre network operator, Vumatel and DFA lowest of the top 8

ISPA, South Africa’s official internet Industry Representative Body (IRB), has released the results of its six-monthly Fibre Network Operator (FNO) Perception Survey and Octotel, Openserve and MetroFibre retain first, second and third spots, respectively.

However, in good news for internet industry service levels, Octotel’s overall rating has improved to 7.4 (from 7.1), Openserve’s rating has improved to 6.7 (from 6.6) and MetroFibre’s rating has strengthened to 6.7 (from 6.5). These results reflect the opinions of ISPs towards FNOs in February 2025.

SA’s FNOs are critical to bridging the digital divide and therefore how they are performing across a range of metrics important to the ISPs that actually interface with the end internet consumer is of vital importance to the economy.

The five other top performers are Liquid Intelligent Technologies (6.1), Link Africa (6.1), Frogfoot (5.6), Dark Fibre Africa (4.9) and Vumatel (4.6). Liquid, in particular, has improved markedly from 4.7 in August 2023 to 6.1 in February 2025.

ISPA has determined that ISPs are rating more FNOs over time, suggesting that ISPs are using more fibre operators to deliver more services compared to two years ago. “ISPs rating more FNOs bodes well for competition. Generally, each survey brings a slight improvement in ISP perceptions of FNOs over the previous six months so we are definitely making progress,” says Sasha Booth-Beharilal, ISPA chair.

The February 2025 FNO perception survey saw 46 ISPs (44 ISPs in Oct. 2024) actively contributing to 355 ratings (321 ratings in Oct. 2024) of 39 FNOs (38 FNOs in Oct. 2024).

The eight most-rated operators have consistently been rated by the most ISPs in the ISPA Perception Surveys conducted around October and February in each year. See below for how the eight most-rated FNOs performed this time:

The only change in the order of the top eight over the last six months is a drop for Liquid Intelligent Technologies from second to tied fourth place. Openserve and MetroFibre are now tied at second place, both having improved slightly since the last survey.

Link Africa is steady and ties with Liquid for the fourth position. Despite an improvement over the last six months, FrogFoot’s average score remains below 6. Dark Fibre Africa continues a two-year slide, and now joins Vumatel as the only FNO in the top 8 scoring an average of below 5.

When it comes to the three top performing FNOs, a closer look at their strengths and weaknesses over the last 18 months reveals that:

• A noticeable improvement in the score for communications means that Octotel now has three ratings edging on a score of 8: software systems, reliability and communications. An improvement in ISPs’ perceptions of Octotel’s adherence to open access principles means that the value rating is now Octotel’s lowest score.
• Openserve’s reliability has consistently rated highly in the FNO perception survey, but technical competence, adherence to open access principles, and likelihood of promoting all scored above 7. Dragging the average down are a perception of poor communications, lack of staff friendliness and insufficient support.
• In the latest survey, MetroFibre’s reliability was its strongest score, with support, technical competence, and staff friendliness also all rated positively by ISPs. There was a noticeable improvement in MetroFibre’s two lowest scores in the previous survey: software systems and perceptions of adherence to open access principles

For FNOs wishing to improve their scores in the future, ISPA’s advice remains that FNOs must streamline the support they provide to ISPs. In particular, there must be processes and adequate staff capacity to resolve the common issues that ultimately impact end user customer service.

The full table of results for all of the FNOs surveyed is published on the ISPA website:

https://ispa.org.za/fnos-isps/fno-perception-surveys/

ICASA Must Stop the Abuse of Mobile Numbers

ISPA, South Africa’s official internet Industry Representative Body (IRB), has again requested the Independent Communications Authority of South Africa (ICASA) to take firm action to prevent the unlawful use of mobile numbers by call centres operating from fixed premises.

This is in clear contravention of the Numbering Plan Regulations 2016 and also constitutes unfair competition.

With spammers realising that voice calls from mobile numbers are more likely to be answered, ISPA is advocating for the legitimate use of assigned geographic numbers by call centres.

“Firm action must be taken to prevent the unlawful use of mobile number ranges, particularly of the older 082, 083, 072 and 073 number ranges that appear more credible,” says Dominic Cull, ISPA regulatory advisor.

“As cold calls from certain number ranges go unanswered, the unlawful use of mobile numbers by call centres seeking higher levels of engagement skyrockets,” adds Cull.

ICASA’s regulations on the use of numbers prohibit the use of mobile numbers from a fixed location. Like spectrum, numbers are a precious national resource and the integrity of the national numbering plan must be protected by its custodian.

When it comes to the methods employed by call centres to use mobile numbers, some call centres appear to have been assigned mobile numbers by mobile network operators or their partners, while others are spoofing or making up mobile numbers. Attempts to return calls to these spoofed numbers cannot be completed.

Other outbound call centres appear to be using prepaid mobile SIMs with unlimited calling bundles. Once a SIM is flagged for exceeding the mobile operator’s Fair Usage Policy, it is quickly replaced — allowing mass calling operations to continue with minimal cost or disruption.

ISPA is aware of the work undertaken by the Information Regulator to reduce spam and the initiative from the National Consumer Commission to create an effective opt-out database, but it is ICASA’s role to enforce its regulations on the lawful use of numbers. In addition, enforcement must align with POPIA.

ISPA has written to ICASA with regards to ‘unlawful mobile CLI (Caller Line Identity) presentation’ since 2022 and has provided evidence of this practice to the regulator as requested.

Despite ISPA’s attempts at engagement with the Authority and subsequent known engagements between ICASA and mobile network operators, ISPA members report increasing volumes of spam calls from mobile numbers. ISPA again requests ICASA to take firm action to eliminate this practice.

“ICASA must act now to stamp out the abuse of mobile numbers and to end the high levels of voice call spam being endured by South Africans,” concluded Cull.

Founded in 1996, ISPA is the only internet Industry Representative Body (IRB) officially recognised by the Department of Communications and Digital Technologies (DCDT). ISPA advocates for an open, free, and competitive internet landscape.

Crystal and Gcinwayknosi Sparkle as ISPA Inspires Winners Announced

Gcinwayknosi Jula and Crystal Ndlovu have been announced as the winners of the fifth annual instalment of the ISPA Inspires educational sponsorship.

ISPA is South Africa’s official internet Industry Representative Body (IRB) and the ISPA Inspires bursary represents a golden opportunity for young people with a passion for ICT (Information and Communications Technologies) to get noticed by the sector’s leading employers.

“ISPA remains committed to equipping our next generation of internet leaders, techies, business owners, visionaries and many others with the skills they need to propel the local industry to new heights,” says Aurora Vani, chair of ISPA’s social development working group.

Gcinwayknosi was selected from the participants in the recent SA National Research Network (SANReN) eighth Cyber Security Competition (CSC) where he stood out amongst an already impressive group of tertiary students.

Gcinwayinkosi is a first year student at the University of Cape Town and is currently completing his BSc (Eng) Electrical and Computer Engineering degree. His passion for engineering and technology stems from a deep desire to create tools that enhance productivity, inspire creativity, and empower people in meaningful ways.

He is actively involved in the UCT Developer Society and the AWS Cloud Club, initiatives to allow him to improve his technical expertise and collaborate with like-minded individuals. Gcinwayinkosi’s ultimate goal is to work in the Information Technology sector.

Gcinwayinkosi formed part of team D3CYPH3R5 from UCT, who placed 2nd overall in the CSC competition this year and also won the SANReN Attack & Defend challenge.

Based on the above evaluation, as well as the feedback received from the CSC committee that attended the CSC 2024 finals in person, Gcinwayinkosi was selected to receive the ISPA Inspires Educational Sponsorship

Describing himself as being a natural problem-solver interested in cybersecurity or software engineering, Gcinwayknosi says he is ‘incredibly grateful’ for this opportunity and is “always eager to expand his skill set.”

Crystal is pursuing her second year BCom studies in Information Management at the University of Johannesburg. She was selected out of more than 600 applicants for the ISPA Inspire scholarship.

Crystal says she is dedicated and driven and puts much of this down to growing up in a family of five where she developed resilience and a sense of gratitude. Her aspirations include helping to bridge the gap between technology and business.

Both young rising stars are absolutely thrilled to join the ranks of ISPA Inspires educational sponsorship recipients, all of whom have gone on to great achievements over the past half-decade.

Thembelihle Mzobe, Mduduzi Shangase (2024), Maile Selala, Ruchelle Coetzee (2023), Tracey Bungu (2022), Fabian Brijlal and Jordy Kafwe (2021) are the young tech superstars that have been previous recipients of this funding programme that has helped created industry access points for promising young South African ICT students.

On the programme opening doors for emerging talent, Thembelihle says it is positively life-changing. On the practical side, she explains that ISPA Inspires enabled her to complete her Advanced Diploma “without the financial burden that often hinders academic progress.”

Personally, “it reinforced my passion for ICT and gave me a real chance to focus on developing my skills.” She adds: “Seeing how technology can make life easier and business more efficient has always fascinated me and I wanted to be a part of that,” she says.

Another one of the more recent winners, Mduduzi, says that ISPA and its members’ support has “transformed his academic journey” and also enabled him to “contribute meaningfully to the ICT sector.” He notes that “financial assistance is often the deciding factor in whether students can continue to realise their dreams or have to cut them short.”

Thembelihle’s sage advice to anyone considering a career in ICT is as follows: “I’d say stay curious, keep learning, and be adaptable. The tech industry moves fast, and staying relevant means always looking for ways to upskill. Networking, attending industry events, and getting hands-on experience through internships will help you grow and stand out.”

ISPA, its Social Development working group and its over 235 members wish all ISPA Inspires winners and applicants long and successful careers in the ICT sector.

ISPA Inspires is the association’s commitment to providing the support and resources necessary for young individuals to turn their aspirations into reality. To learn more, please visit: .ispa.org.za/social-development.

ISPA Urges AFRINIC Members to Protect their Credentials

ISPA, South Africa’s official internet Industry Representative Body, calls upon its members to exercise heightened vigilance regarding the security of their AFRINIC (The African Network Information Centre) credentials. The latter is Africa’s Regional Internet Registry (RIR) and is a member-based, non-profit organisation based in Mauritius.

ISPA’s call follows reports of alleged attempts to access member credentials with a view to potentially influencing AFRINIC’s governance structures.

ISPA’s key concerns are as follows:

Unauthorised Access Risks: Sharing MyAFRINIC portal credentials can grant third parties the ability to manage one’s IP and ASN resources, including the possibility to cast votes in AFRINIC elections on your behalf.

Potential for Board Manipulation: Entities obtaining multiple members’ credentials could manipulate voting processes, potentially altering board compositions and policy decisions in ways that may not reflect the true consensus of the AFRINIC community.

ISPA strongly recommends that AFRINIC members safeguard their credentials. Members should ensure that their MyAFRINIC login details remain confidential. In particular, ensure that the username is the NIC-HDL (Network Information Centre handle) of the registered contact, and it is imperative that both username and password are protected.

ISPA furthermore advises that suspicious activity must be reported. If members are approached by any entity requesting access to their AFRINIC credentials or proposing the signing of a Power of Attorney, report these incidents immediately to ISPA and AFRINIC.

Finally, before considering any requests to share access or authority over network resources, seek advice from trusted legal and technical professionals to fully understand the potential implications.

ISPA remains committed to supporting its members in maintaining the security and integrity of their network resources. Collective vigilance is essential to uphold the trust and stability of our shared internet infrastructure.

Founded in 1996, ISPA is the only internet Industry Representative Body (IRB) officially recognised by the South African Department of Communications and Digital Technologies (DCDT). ISPA advocates for an open, free, and competitive internet landscape.

ISPA Calls for Local Debate Around Global Issue of Age Verification

ISPA, South Africa’s official internet Industry Representative Body, is calling for local debate around the growing global issue of age verification on the internet.

With a myriad of online threats being faced by minors and vulnerable persons that include sexual predators, terrorist actors and illegal online marketplaces, this topic is wider than most of us realise. Engagement, therefore, is necessary to properly define these threats before combating them.

“From the days when freedom of expression arguments ruled virtually unopposed, there is now general consensus amongst responsible people and organisations that there should be some type of external mechanism to ensure young people are not exposed to age inappropriate material,” said Dominic Cull, ISPA regulatory advisor.

This year will see an increased roll out of age verification measures intended to make it harder for children to access adult content. A number of states in the United States have already enacted age-verification obligations while there are initiatives underway in Canada, Australia, the United Kingdom, the European Union and elsewhere.

“On the surface this looks like a simple issue, but it is both legally and technically complex. The principal argument in favour is the need to wind back the clock and protect children and other vulnerable groups from adult content online and adult experiences on social media platforms. Opponents, however, regard age verification systems as surveillance systems which threaten privacy and personal security rights and which are ineffective, easy to abuse and simple to circumvent.

A balance needs to be found within the South African framework of Constitutional rights and laws such as the Protection of Personal Information Act. The existing South African legal and legislative environment governing online harms is not fit for this purpose. The issue furthermore cannot be addressed by the country’s Internet Service Providers (ISPs) alone who are, in fact, not content providers but ‘mere conduits’ in law.

“While no single internet player is solely responsible for age verification on the internet; platforms, ISPs, government, schools, children and parents are all integral to the overall ecosystem and therefore jointly responsible for ensuring minors only access age appropriate material,” adds Cull.

ISPA has been a proactive force for good on the local web for many years. Its takedown notice (TDN) procedure sees about 3 to 4 ‘problematic’ websites being removed from domestically hosted content every week. Although most TDNs are related to intellectual property issues, many are indeed related to inappropriate content. ISPA has also run online safety campaigns targeting parents.

While the South African Law Reform Commission had undertaken an initial deep dive into children and access to pornography online, the Film and Publication Board (FPB) remains the default age appropriate content custodian. Much admirable advocacy work has been done by the FPB in schools and in the broader community. However, the country must now begin to discuss the nuts and bolts of specific mechanisms to protect vulnerable groups with international developments top of mind.

“It’s common cause that access to internet content needs to be restricted based on the user’s age. ISPA looks forward to engaging with other responsible internet industry stakeholders on how to address this,” concluded Cull.

Founded in 1996, ISPA is the only internet Industry Representative Body (IRB) officially recognised by the Department of Communications and Digital Technologies (DCDT). ISPA advocates for an open, free, and competitive internet landscape.

ISPA Welcomes New Board, Thanks Outgoing Members for Stellar Contribution

Following its recent Annual General Meeting (AGM) and fourth quarter board meeting, ISPA has unveiled its new Board line-up for the next three years.

South Africa’s official internet industry body (IRB) firstly extends its sincere thanks and appreciation to outgoing Board members Cheryl Dinkelmann, Gideon le Grange and André van der Walt. Their tenure as ISPA Board members leaves the internet in South Africa stronger.

ISPA simultaneously congratulates Ntokozo Mbonani and Doreen Mokoena who are joining the ISPA Board for the first time. ISPA looks forward to new ideas and fresh perspectives over the coming term.

Dave Gale, Jerry Maleka and Nhlanhla Mkhwanazi were reelected to further Board terms.

Sasha Booth-Beharilal returns as ISPA chairperson, backed by Enzio von Diest as deputy chairperson.

ISPA recently called for nominations to the ISPA NPC (non-profit company) Board for the three-year term of 2025 up to and including 2027.

The new Board members are elected to serve a three (3) year term. Board members are eligible to serve for a maximum of six (6) consecutive years, and then become ineligible for further reappointment until one (1) year has passed.

ISPA’s counsel and informed advice regarding creating a world-class Information and Communications Technology (ICT) framework for South Africa are taken seriously by the country’s decision-makers. This is largely due to the deep trove of sector knowledge that exists within the ISPA. ISPA’s Board acquires and distills this knowledge through working groups, industry feedback, industry partners and various other entities. With this in mind, ISPA welcomes the 2025 members as they serve as the guiding hand that moves ISPA and the SA internet forward.

For information on each ISPA Board member, please see: https://ispa.org.za/about-ispa/officebearers/

ISPA has nearly three decades of experience in helping to reduce the cost to communicate in fixed data markets. In 2025 and beyond, ISPA will apply lessons learnt to the mobile data market on which the majority of South Africans rely for connectivity. In particular, ISPA’s new Board will seek to grow its membership base amongst Mobile Virtual Network Operators (MVNOs) who are, in reality, a form of Internet Service Provider (ISP).

ISPA remains one of the country’s biggest representative bodies, made up of both Electronic Communications Service (ECS) and Electronic Communications Networks Service (ECNS) licensees.

Founded in 1996 as the Internet Service Providers’ Association of South Africa, ISPA is the only internet IRB officially recognised by the Department of Communications and Digital Technologies (DCDT) in the country. ISPA advocates for an open, free, and competitive internet landscape and represents a diverse group of over 230 internet organisations.

Lock Down the Mobile Web This Summer

South Africans familiar with securing mobile devices should also secure their mobile internet access these holidays.

That’s the word from ISPA, SA’s official internet Industry Representative Body (IRB), which says the ability of mobile devices to connect to the internet from new places while on holiday must be managed for a safe festive period.

No stranger should be able to pick up a device to steal identities or get instant access to personal data. To prevent unauthorised device access, all mobile devices taken on holiday should have PINs, passphrases or biometric security activated.

“Restricting unauthorised access in unfamiliar places will ensure the peace of mind we all seek on holiday,” says Sasha Booth-Beharilal, ISPA chair.

“Because tourists remain prime targets for criminals and mobile devices are often used to validate identities, vacationing mobile users must secure their network data and their devices to protect their identity,” adds Ms Booth-Beharilal.

It’s also important to be aware of critical notifications, in real-time. Make sure all necessary notifications are set, complete with tones or vibration, so important financial transactions are never missed.

Users should always be vigilant and react quickly to events requiring their attention because criminals often base their attacks around social behaviour. For example, one common attack vector sees cybercriminals contacting fraud targets using One Time Passwords (OTPs) as the purported reason.

As users move out of their daily routines, they should be aware of using Wi-Fi internet access that isn’t their own. The best precaution is to use a VPN (virtual private network) service or to not engage in sensitive transactions using public internet access.

Finally, parents and guardians should never underestimate the ability of children to correctly guess PIN codes.

Use unique and unpredictable security credentials that adhere to best practice. Do not use family birth years as PINs. Password managers are a useful tool and help users create strong and unique passwords which limit the risk of any service they use being compromised.

Founded in 1996 Internet Service Providers’ Association of South Africa, ISPA is the only internet Industry Representative Body (IRB) officially recognised by the Department of Communications and Digital Technologies (DCDT) in the country. ISPA advocates for an open, free, and competitive internet landscape and represents a diverse group of over 200 internet organisations.

Check out ISPA’s Cyber Safety Resources page here: https://ispa.org.za/safety/.

ISPA Releases Latest Recommendations to Boost Fibre Internet Service Levels

South Africa’s fibre internet consumers will experience smoother line transfers if service providers adopt recommendations in the latest version of ISPA’s ‘Fibre Network Operator (FNO) and Internet Service Provider (ISP) Best Practice Recommendations’ document. Currently, some FNOs and ISPs handle line transfers well, but others are not paying attention.

High-speed broadband is increasingly delivered to internet consumers across fibre optic cables or ‘lines’ connecting homes and businesses. ISPs provide the services that enable consumers to access the internet via these lines. This fibre line will sometimes need to switch from one ISP to another, this is referred to as a ‘line transfer’. It may happen because the ISP is providing a poor service, but mostly happens because someone moved or because an ISP or customer provided the wrong address, or simply because the FNO is not tracking all the locations they have infrastructure.

Regardless of the reason for a line needing to change ISPs, FNOs are often asked to activate a service for one ISP when a different ISP is already linked to that line. An FNO or ISP might also confuse two similar addresses and the wrong client is disconnected from the line.

Historically, ISPA and SA’s regulatory authorities have received persistent complaints relating to line transfers. Consumers regularly complain about the process being slow, involving penalties and incorrect customer disconnections, amongst other systems-related issues.

ISPA is South Africa’s official internet Industry Representative Body (IRB) and Version 3.2 of the ISP Best Practice Recommendations document – developed over the past three years – specifically addresses this noted consumer pain point.

A number of practical guidelines of value to both FNOs and ISPs in pursuit of smoother line transfers and better customer service in general are provided.

The document notes the importance of line information ideally being made available via centralised web based portals. This self-service approach would negate the need for many line-related queries to be logged with FNOs and customers being ping-ponged between call centre agents who are unsure of how to handle such situations.

The latest V3.2 document contains detailed guidelines relating to line migrations. For reference, ISPA provides an FNO best practice checklist:

• Do double check the address for any migration or new installation.
• Do offer multiple services over the same fibre line, if technically feasible.
• Do not have unnecessary notice periods for line migrations.
• Do distinguish between activation fees and installation fees for line migrations.
• Do cover the possibility and consequences of line transfers in agreements with ISPs.
• Do provide an indication of the number of previous migrations of a particular line.

For ISPs, ISPA recommends always double-checking the address for a migration or new installation.

When it comes to managing disputes over lines, it is furthermore recommended that: “unless there is a process in place to resolve conflict resulting from line migrations, the new customer at a location may be unfairly blocked from obtaining a service. However, an FNO must also be cautious about summarily terminating an ISP’s access to a line, since this could place the FNO in breach of their service agreement with that ISP.”

If there is a dispute, the FNO should keep both ISPs informed of the status of a migration and attempt to resolve it well before the migration date.

FNO best practice checklist:

• Do inform ISPs when a dispute arises over a fibre line.
• Do provide a thorough and reasonable process for resolving line transfer requests that may be disputed.

ISP best practice checklist:

• Do seek clarity from customers when line migration disputes arise.
• Do not use a customer billing dispute as a reason to dispute a line migration.
• Do cooperate with FNOs to speedily resolve any line migration dispute that is preventing a customer from obtaining a service.

ISPA’s most up-to-date Best Practice Recommendations have been developed following consultation with both ISPA’s members and with some of the FNOs who are not members of the Association.

“This document is tangible evidence of the commitment of all parties to deliver ubiquitous, fibre-based internet to consumers as well as more responsive customer care,” says Sasha Booth-Beharilal, ISPA chairperson.

ISPA notes the guidelines will be regularly revised and updated based on additional industry and consumer feedback.