Fair Use Policy
To ensure high-quality experience for all users, we have implemented a Fair Usage Policy (FUP) that governs the responsible use of our mobile services (mobile data, voice calls, and SMSs). This policy is designed to prevent misuse and ensure equitable access to network resources.
Purpose
This policy outlines the acceptable use of mobile bundles for data, voice calls, and messaging services. It aims to prevent excessive or abusive use that may impact you and other users negatively. This Fair Usage Policy sets out the conditions under which the service may be restricted or suspended where usage is excessive, abusive, or inconsistent with personal use.
1. Acceptable use for mobile services
1.1 Nedbank Connect services are intended for personal, private, and non-commercial use. Personal and private use will be regarded as fair if you abide by the conditions for use set out in the Terms and Conditions and this FUP.
1.2 If you buy a mobile bundle that includes unlimited voice calls, you may make unlimited free voice calls for personal and private use, subject to this Fair Usage Policy.
1.3 To ensure fair and sustainable use of the service, we monitor usage patterns in the background. Where your usage indicates excessive, abusive, or non-personal use, including where you exceed the permitted thresholds set out in this policy, we may apply reasonable measures, including restricting or suspending your service.
1.4 Calls are limited to a maximum duration of 60 minutes. All calls will end automatically at the 60-minute mark. You may end a call earlier and redial the same number for an additional 60-minute session at no extra cost. Each subsequent call will also be subject to the 60-minute limit.
1.5 You must use at least 100 megabytes of data per month.
1.6 You must receive incoming calls. The percentage of these incoming calls must be at least 15% of the number of your outgoing calls (incoming calls from us are excluded).
2. Unacceptable use
2.1 Nedbank Connect services do not apply to calls made to any premium-rated numbers (i.e., telephone numbers that charge callers more for certain services, including information and entertainment) or any international numbers.
2.2 You are not allowed to leave a call connection in an unattended state for a prolonged period, e.g., as a passive listening device. If we detect that the call is unattended, the call will automatically end.
2.3 You may not originate calls to more than 50 unique numbers per month.
2.4 If you exceed this limit, your service will be automatically restricted as this constitutes a breach of this Fair Usage Policy.
2.5 You may not send SMSs to more than 30 unique numbers per day.
2.6 You must not use the Nedbank Connect services for bulk messaging or spamming.
2.7 Your usage patterns must not indicate non‑personal or abusive use.
2.8 Use of the service as a shared or household line, or in a manner that indicates use by multiple individuals, is not permitted.
2.9 You may not perform any activity that violates the Nedbank Connect terms, this FUP and conditions or South African law.
3. Commercial use
3.1 Nedbank Connect is intended only for personal and private use only. It may not be used for any commercial purposes.
3.2 Prohibited commercial purposes include the following:
3.2.1 Call Centre use (unusually high call volumes);
3.2.2 Pay phone use;
3.2.3 SIM farming;
3.2.4 Telemarketing;
3.2.5 Repeated short duration calls across many numbers;
3.2.6 Bulk calling services;
3.2.7 Bulk messaging services;
3.2.8 Spam, scam and/or phishing calls;
3.2.9 Least cost routing (LCR);
3.2.10 Intelligent routing devices;
3.2.11 Push-to-talk (PTT);
3.2.12 Server hosting;
3.2.13 International bypass; and
3.2.14 Any unsolicited direct marketing communications.
4. Monitoring and enforcement
4.1 We may apply usage controls and thresholds in the background to detect and prevent misuse. These controls are not intended to limit normal personal use, but to protect the service from abuse and ensure fairness for all customers.
4.2 Where your usage indicates excessive, abusive, or non-personal use, including where you exceed the permitted thresholds set out in this policy, we may apply reasonable measures, including restricting or suspending your service temporarily or permanently.
4.3 Where usage patterns indicate non personal or abusive use, we may require you to migrate to a more appropriate product, alternatively you will be required to purchase data and or minutes outside of your bundle.
4.4 If we restrict, suspend or terminate your service, we will notify you.
4.5 We may apply additional charges in line with Nedbank Connect terms and conditions.
5. Amendments
We reserve the right to update this policy at any time, if we do, we will notify you.
