Complaints Procedure

Please note that TENET does not act as a general ombudsman for the further education or higher education sectors. The complaints procedure below is intended only for persons wishing to lodge a complaint about TENET services. Students wishing to lodge complaints about their institutions of study should direct these to the relevant institution. Further assistance may be obtained for the DHET call centre, also contactable at
  • The point of contact for complainants is TENET's Executive Officer: REN Services and Public Relations, email servicemanager at; telephone 021 763 7143.
  • When filing a complaint, please provide as much information as possible to assist in investigating - site number, copies of emails, details of telephonic conversations, any diagnostic information available, etc.
  • Your complaint will be acknowledged within three days and a reference number will be assigned to it.
  • Your complaint will be resolved within 14 days of receipt.
Service Support

TENET is an honorary member of the Internet Service Providers' Association (ISPA) and upholds ISPA's Code of Conduct. TENET has nominated ISPA as its agent for the purpose of receiving take-down notifications in terms of Section 75 of the Electronic Communications and Transactions Act.


Partnerships and Affiliations


SANReN is TENET's principal partner in the South African NREN landscape. TENET  and SANReN collaborate closely in growing the reach and capability of South Africa's national research and education network.
Universities South Africa, formerly known as Higher Education South Africa (HESA), is a membership organisation representing South Africa’s universities. TENET collaborates with Universities South Africa on projects such as the Rural Campuses Connectivity Project and matters of common interest
ASAUDIT is a key partner and collaborator in service strategy and design. ASAUDIT facilitates IT collaboration between higher education institutions in South Africa.
UbuntuNet Alliance Logo
TENET is a founder member of the UbuntuNet Alliance for Research and Education Networking. The Alliance serves the regional REN needs of eastern and southern Africa.
WAPA LogoTENET is an Associate (NPO) member of the Wireless Access Providers’ Association of South Africa.