South African telecommunications providers are required to collect and retain certain customer information before activating a service.

PacketSky therefore needs to verify the identity and contact details of the person or business applying for the service. These documents are commonly referred to as your RICA documents.

What documents do I need?

For a personal application, please provide:

• A clear copy of your South African identity document or identity card
• A valid passport if you do not have a South African identity document
• Proof of your residential or service address
• Any additional documents requested during the application process

Your documents must be clear, complete and easy to read.

What can I use as proof of address?

Suitable proof of address may include:

• A municipal account
• Bank statement
• Rates or levy statement
• Lease or rental agreement
• Insurance policy
• Telephone or cellular account
• Utility account
• Retail account
• Vehicle licence document

The document should normally:

• Show your full name
• Show your residential or service address
• Be recent
• Match the details supplied in your application

Where the proof of address is not in your name, PacketSky may request additional information or an affidavit confirming where you live.

What is required for a business application?

For a business application, we may request additional documents such as:

• Company registration documents
• The business name and registration number
• Proof of the business or service address
• Identification of the authorised representative
• A letter of authority or other proof that the representative may act for the business
• VAT details, where applicable
• Billing and debit-order information

The exact requirements may differ depending on the service and the Fibre Network Operator.

Why does PacketSky need these documents?

The documents allow us to:

• Verify the identity of the customer
• Confirm the address linked to the service
• Verify an authorised business representative
• Meet our obligations as a telecommunications service provider
• Prevent fraudulent or unauthorised applications
• Assist with Fibre Network Operator order requirements

Your application may be delayed if the required documents are missing, expired, unclear or do not match the application details.

How do I submit my documents?

Upload the documents during the online application process where prompted.

If your application has already been submitted, send the documents only through the official PacketSky channel provided by our Sales or Support Team.

Existing customers can also submit requested documents through the PacketSky Customer Portal.

Protect your personal information: Only upload or send identity documents through an official PacketSky application, support ticket or verified PacketSky email address.

What happens after I submit them?

Our team will review the documents and contact you if:

• A document is missing
• The image is unclear or incomplete
• The details do not match your application
• The proof of address is not acceptable
• The document is no longer valid
• Additional business authorisation is required
• The Fibre Network Operator requests further information

Once the required documents have been accepted, your application can continue to the next stage.