USER MANUAL &

INFORMATION GUIDE
VERSION: JULY 2023
Dear Netstar Subscriber

Thank you for subscribing to our service and

a warm welcome to our world, where we are
totally committed to providing you with the
best possible service.
If your vehicle should ever be stolen or
hijacked, we will want to recover it as quickly
as possible and return it to you, should the
circumstances allow this.
Your assistance in this process is very
important. You need to understand how your
unit functions, how our service operates
and what to do in an emergency. So please
read this manual and keep it handy (but do
not leave it in your vehicle!). If you have any
questions or concerns, please contact our
Customer Service Centre at the telephone
number provided.

SAFE MOTORING AND BEST WISHES

FROM THE NETSTAR TEAM!

EMERGENCY NUMBER
0800 11 22 22

CUSTOMER SUPPORT & SALES

0860 12 24 36
[email protected]
[email protected]

www.netstar.co.za
CONTENTS

1. AN INTRODUCTION TO OUR PRODUCTS & NETWORKS 1

2. STOLEN VEHICLE TRACKING & RECOVERY PRODUCTS 3

2.1 Stolen Vehicle Recovery only:
2.2.1 Netstar Nano 3
2.2 Stolen Vehicle Tracking & Recovery: 3
2.2.1 Netstar Basic 3
2.2.2 Netstar Plus 4
2.2.3 Netstar Early Warning 4
2.3 Netstar Boomerang 5
2.4 Product Warranty 5

3. FLEET MANAGEMENT PRODUCTS 6

3.1 Product Warranty 6

4. NETSTAR SERVICE 7
4.1 Stolen Vehicle Tracking & Recovery Service 7
4.1.1 Phone-In Activation 8
4.1.2 Panic Activation 9
4.1.3 Early Warning Tow-Away Activation 9
4.1.4 and/or Early Warning Ignition Activation 9
4.2 Testing Service 9
4.3 Customer Service 10

5. FREQUENTLY ASKED QUESTIONS 11

6. ELECTRONIC FITMENT CERTIFICATE 13

1 AN INTRODUCTION TO OUR
PRODUCTS & NETWORKS

ABOUT NETSTAR
We are a trusted brand, and pioneers of Our immaculately engineered
the vehicle tracking and stolen vehicle hardware, intuitive software and
recovery industry in South Africa. Since powerful analytical tools make it
1994, our proprietary technology has been easy to do business and inform
on the cutting edge of global telematics. effective decision-making.
Today, more than a million subscribers No Internet of Things (IoT) solution
trust us to protect their vehicles, fleets, is beyond our reach. We provide
employees and families. industry-leading stolen vehicle
We play a significant part in curbing recovery (SVR) services, world-class
vehicle-related crime and we constantly insurance telematics, best-in-class
deliver new insights and technical fleet intelligence and exceptional
innovation to unlock value, efficiencies fleet management solutions for
and opportunities for our customers. businesses of all sizes.

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ABOUT OUR PRODUCTS
There are two primary communication urban areas, all major towns and most
methods for tracking and recovering minor towns in South Africa. The networks
vehicles. One is based on radio also cover many highways and rural
frequency (RF) and the other is based areas.
on a combination of GSM (Global System
We are also able to activate, track
for Mobile Communication i.e. cellular
and recover vehicles that are outside
technology) and GPS (Global Positioning
of our proprietary networks, such as in
System) technology. RF requires a radio
Mozambique or Swaziland. The GSM
network to transmit and receive signals
products are reliant on the GSM network
and GSM requires a GSM cellular network
used by Netstar and cannot operate or
to transmit and receive signals using SMS
be tracked and recovered when outside
or GPRS (General Packet Radio Service).
GSM coverage. SIM cards used in the
There are advantages and GSM range of products have not been
disadvantages to both platforms. For enabled for cross-border roaming. If
example, GSM/GPS can provide pinpoint you are planning to travel outside the
accurate positioning, as long as the borders of South Africa and require your
vehicle has a “view of the sky” enabling vehicle to be tracked, please contact our
the unit to obtain a GPS position. RF, Customer Service Centre and request
on the other hand, only provides an activation of international roaming.
approximate position, which is adequate
Note: International roaming is not
for recovery purposes and we are able
available on Netstar Basic.
to activate and track these units outside
of our networks. Thus, if the vehicle is in Our products and services are divided
a remote territory, which may not have into three categories:
any RF or GSM network coverage, our Stolen Vehicle Tracking & Recovery (SVR),
recovery teams can activate the unit, Fleet Management, and Stolen Asset
track and recover it. Recovery (SAR).
Netstar markets a wide range of
products, which are RF-based, GSM-
based, or a combination of the two.
The RF products operate within our
proprietary networks, which cover all

2
2 STOLEN VEHICLE TRACKING
& RECOVERY (SVR) PRODUCTS

2.1 SVR ONLY As there are different versions with

similar functionality, please refer to your
2.2.1 Netstar Nano fitment certificate or contact Customer
Services should you not be sure which
Netstar Nano is a wireless RF phone-in
variant is installed in your vehicle or
system which has an internal battery
which service is enabled. Please note
life of up to 3 years. The unit is activated
that some services may have optional
from our Control Centre, or from a
extras, such as panic buttons.
tracking aircraft/response team, when
a theft or hijacking has been reported
to our Emergency Control Centre. 2.2.1 Netstar Basic
Once the owner’s identity has been
Netstar Basic is a phone-in service,
verified, the unit will be activated and
which means that you have to phone
recovery crews dispatched. (Please
the Netstar emergency number in
ensure that all your contact details are
the event of a theft or hijacking.
correct and up to date.) Note: Once
The unit can be activated from our
the unit has been activated, and the
Control Centre or from a tracking
vehicle recovered, the unit needs to be
aircraft/response team. Once a theft
replaced by a certified Netstar fitment
or hijacking has been reported and
technician.
your identity verified, the unit will
be activated and recovery crews
2.2 STOLEN VEHICLE TRACKING dispatched. In order to confirm or
& RECOVERY cancel activation a telephonic security
check will be done with you. (Please
As car thieves became more
ensure that all your contact details are
sophisticated, and made use of GSM
correct and up to date.)
jamming devices to ‘silence’ GSM-based
tracking systems, it became clear that For unit activation information, refer
the road forward was to enhance our to point 4.1 Stolen Vehicle Tracking
renowned Stolen Vehicle Recovery & Recovery Service from page 7 of
products and services by combining the this manual.
use of RF and GSM/GPS technologies
in one product. Our new, advanced
tracking unit makes use of the recovery
advantages offered by RF, GSM/
GPS and our unique JammingResist™
Technology which notifies us in the
event of GSM signal tampering. This
enhancement in the unit enables
delivery of pinpoint positioning
together with our well-established
recovery service.

3
2.2.2 Netstar Plus 2.2.3 Netstar Early Warning
Netstar Plus is a phone-in service, With this service, the unit transmits alert
which means that you have to phone signals to the Control Centre in the event
the Netstar Emergency Call Centre in of theft or being towed away. This service
the event of a theft or hijacking. includes an Auto-arm Proximity Tag, which
The unit can be activated from our enables the Early Warning functionality. It
Control Centre or from a tracking can also operate as a phone-in system.
aircraft/response team.
A proximity tag is supplied
Once a theft or hijacking has been that has to be attached
reported and verified, the unit will to the vehicle keys. Arming
be activated and recovery crews and disarming happens
dispatched. In order to activate or automatically based on the
cancel activation your identity will be presence or absence of the
verified. (Please ensure that all details tag. Should this tag not be
are correct and up to date.) inside the vehicle or within a
few metres thereof, in the event of ignition,
Netstar Plus provides various
the unit will activate and send a violation
additional functions through its
signal to the Control Centre.
smartphone app and dedicated
website my.netstar.co.za. Kindly Netstar Early Warning provides various
proceed to the MyNetstar website to additional functions through its dedicated
register or download the MyNetstar website my.netstar.co.za and smartphone
app (for Android and iOS) from the app. Kindly proceed to the MyNetstar
relevant app store. website to register or download the
MyNetstar app (for Android and iOS) from
For unit activation information, refer
the relevant app store.
to point 4.1 Stolen Vehicle Tracking
& Recovery Service from page 7 of For unit activation information, refer to
this manual. point 4.1 Stolen Vehicle Tracking & Recovery
Service from page 7 of this manual.

4
2.3 NETSTAR BOOMERANG 2.4 PRODUCT WARRANTY
Netstar Boomerang, which includes The unit installed in your vehicle is
a panic button, is a compact mobile covered under the Netstar warranty for:
GSM/GPS product in the asset and • 12 months from date of installation,
personal tracking category that allows if purchased on a cash basis.
you to monitor assets or a person
whenever you need to. You are able to • 24 months from date of installation,
attain real-time location and reports via if purchased on a 24-month
an easy-to-use website. rental basis.

Netstar Boomerang operates on both • 36 months from date of installation,

a phone-in basis or by sending a panic if purchased on a 36-month
signal when the panic button on the rental basis.
unit is pressed. The unit’s signals will be The installation of your unit has been
tracked by the Control Centre once the undertaken by trained and qualified
asset has been reported stolen or the technicians.
person reported missing.
When Netstar receives a panic signal, Terms and conditions apply.
we will attempt to make telephonic
contact with the registered owner of
the unit that is transmitting this signal.
If no contact can be made or correct
authentication cannot be established
(it is imperative to update your contact
details regularly), a response to track
and recover the asset or person will be
initiated if you have subscribed to the
product option that includes Netstar’s
recovery service. Kindly proceed to
fleet.netstar.co.za to login and start
tracking your unit.
For any assistance with login details or
software related issues, please email
[email protected].

8
5
3 FLEET MANAGEMENT
PRODUCTS

The following products provide Fleet Management functions,

in addition to Stolen Vehicle Tracking & Recovery:

• Netstar Fleet Tracker • Netstar AI Camera Solution

• Netstar Fleet Manager • Data-as-a-Service (DaaS)
• Netstar ProFleet Manager • Mining Fleet Solution

These products all have tailored, advanced functions and

services and include Netstar’s Stolen Vehicle Tracking &
Recovery Service.
Please go to www.netstar.co.za for more information on
fleet management products.

3.1 PRODUCT WARRANTY

Fleet Tracker and Fleet Manager have a 36-month warranty on
rental, while commercial fleet options have a 12-month warranty
on rental. Any malicious or third-party damage, or interference
with the tracking unit or any of its components will not be
covered under the product warranty.

6
4 NETSTAR SERVICE

As a subscriber, you will experience recovery crews on every reported case,

service from two different parts of weather permitting. Our tracking aircraft
Netstar. The first is our Stolen Vehicle and recovery teams are strategically
Tracking & Recovery Service, located throughout the country. These
co-ordinated from the 24/7 Control air response teams are supported by
Centre, where agents are on standby well-trained, armed ground response
to direct the recovery of your vehicle. teams.
The Emergency Control Centre can
The Stolen Vehicle Recovery Service is
be contacted 24/7 on 0800 11 22 22.
co-ordinated through one centralised
The second service area is our call centre in Southern Africa. Our
Customer Service Call Centre. This response teams work closely with
call centre operates during normal the SAPS and often a team of SAPS
business hours and is there to assist members is present during a vehicle
you with non-operational queries, recovery. However, we do not rely on
such as changes of personal details the SAPS to recover stolen or
or account queries. hijacked vehicles.
Our Customer Services team can Once a vehicle has been recovered,
be contacted telephonically on arrangements for the convenient hand-
0860 12 24 36 or email your query to over of the vehicle to the owner are
[email protected]. made. Please note that when a vehicle
has been damaged, towing may be
Netstar also has a WhatsApp Service
necessary. We will arrange for this free
Bot, which saves customers time
service, but it is undertaken at the risk
by being able to access important
of the owner. In cases where the vehicle
information such as invoices,
must be handed over to the SAPS,
statements, vehicle test certificates,
the owner is kept informed during
fitment certificates and many other
the process.
helpful features. To add the Bot, simply
save 0860 12 24 36 to your contacts in The national emergency number for the
your phone. Launch WhatsApp and Stolen Vehicle Recovery Service is:
start a chat with the Bot by saying “Hi”.
0800 11 22 22
Dial this number from anywhere in
4.1 STOLEN VEHICLE TRACKING South Africa and you will be connected
& RECOVERY SERVICE to the Control Centre. Please record
Netstar has a dedicated, private, this number in a safe place, or
stolen vehicle recovery infrastructure preferably memorise it. Should you
throughout Southern Africa. To maximise require the service whilst in Namibia,
our recovery ability, we dispatch air Botswana, Swaziland, Zambia, Ghana
or Mozambique, please contact the

7
Netstar Control Centre in that country. be kept updated during the recovery
The different ways in which a recovery process. Once your vehicle has been
service can be initiated are explained recovered, you will receive handover
in the following sections. information from Netstar.
Please note that if the vehicle has
4.1.1 Phone-In Activation been used in a crime, the SAPS may
require it for forensic purposes, but
If your vehicle has been stolen or we will assist where possible to ensure
hijacked, call the emergency number a quick release from the SAPS. In the
and an agent will request certain unlikely event of your vehicle not being
information from you regarding the recovered, you will receive a detailed
incident. Please be patient during this case report the following working day,
brief process, as it is important that the containing all information relevant to
agent verifies the identity of the caller the search operation.
and the circumstances of the incident.
We do not require unique passwords
(although you can elect to have one
linked to your vehicle). For your
own peace of mind, all calls are
voice-logged.
Ground and air recovery crews will
be dispatched immediately. You will

8
4.1.2 Hijack Panic Activation ‘unlawful activity’ signal, Netstar will
attempt to contact the registered
Netstar Early Warning systems have
driver/owner. If no contact can be
a panic button as a standard feature.
made, it will be escalated to the
A panic button is available as an option
recovery department for further action.
with Netstar Plus.
To activate this, press the button and
the unit will start to transmit a coded 4.2 TESTING SERVICE
signal, identified as a panic signal, to The GSM/GPS-based units
the Control Centre. Netstar will attempt automatically transmit health checks
to make contact with the registered at pre-determined intervals. However,
owner/driver of the vehicle transmitting we strongly advise subscribers to
this signal. register on our MyNetstar platform
If no contact can be made or correct where the functional status of your
authentication cannot be established unit will be available. You will also be
(it is imperative to update your contact able to conduct various transactions
details and emergency contacts online, such as ensuring your details are
regularly), the case will be escalated captured correctly and retrieving
to our recovery department for further your fitment certificate.
action. In the event of response being Go to my.netstar.co.za to register or
dispatched, the recovery crews will be download the MyNetstar app (for
alerted to the fact that a victim may be Android and iOS).
inside the vehicle. These highly trained
Additionally, you can use our WhatsApp
and experienced recovery officers will
Service Bot, which saves customers
undertake the recovery with
time by being able to access important
extreme caution.
information such as invoices,
If you think you may have accidentally statements, vehicle test certificates,
pressed the panic button, simply fitment certificates and many other
telephone the Control Centre and inform helpful features. To add the Bot, simply
the operator, who will ask you a few save 0860 12 24 36 to your contacts in
authentication questions to confirm that your phone.
all is in order.
Alternatively, contact the Customer
Support Centre on 0860 12 24 36 every
4.1.3 Tow-Away Activation few months and request a free test.
Not only does this provide the
This is a feature of Netstar Early Warning
subscriber with peace of mind, but
that sends a violation signal to the
it engenders confidence in how to
Control Centre if the vehicle is towed
contact us and use the system and,
away. On receipt of a tow-away
very importantly, it provides the
signal, Netstar will attempt to contact
opportunity to update your contact
the registered driver/owner. If no
details which may have changed.
contact can be made, it will be
escalated to the recovery department Please remember that the GSM/GPS
for further action. products can provide an accurate
description of the vehicle location,
therefore you are able to view the
4.1.4 Theft Ignition Activation unit functional status on the
This is a feature only available with applicable website or mobile app.
Netstar Early Warning. On receipt of an

9
4.3 CUSTOMER SERVICE
Please contact our Customer Support
Centre and you will be assisted by a
trained agent (this excludes recovery
matters).
Tel: 0860 12 24 36
Email: [email protected]
We encourage you to register and log
onto MyNetstar, through which you can
update your personal details, request
changes to your personal information
and view the functional status of your
unit without having to telephone the
Support Centre. The types of queries
handled by the Support Centre include,
website support, balance enquiries,
statement and invoices, and testing
of units.
Additionally, you can use our
WhatsApp Service Bot to access
important information such as invoices,
statements, vehicle test certificates,
fitment certificates and many other
helpful features. To add the Bot, simply
save 0860 12 24 36 to your contacts in
your phone.

10
5 FREQUENTLY Q I received a call for a theft violation,
but my tag is with me in the vehicle?

ASKED The tag should always be kept on the

key ring for optimal communication.
QUESTIONS Please note that the battery inside
the tag needs replacement every 12-18
months, instructions on replacing the
battery can be found on our website.

Q Will you recover my vehicle outside of

your networks?
Yes. Netstar recovery crews transport a
mobile network unit on every recovery
operation. This enables them to track
and recover vehicles outside our RF
networks. If your vehicle is stolen
or hijacked outside our networks,
telephone the Control Centre without
delay and we will send an air recovery
service to the area in which your
vehicle was stolen and commence
the search.
If your unit is in transmission mode and
it enters one of our RF networks, we
will intercept the signal and initiate a
response. It is, however, not possible
to recover a GSM unit outside the GSM
network. The GSM network we use is
comprehensive, covering most areas
of the country.

Q What happens when the battery is

disconnected from my vehicle?
If your vehicle battery is disconnected,
you may receive an SMS alert
– depending on the product you
have installed.

Q What happens after you recover

my vehicle?
The Control Centre will keep you
updated during the recovery process
and every effort will be made to hand
the vehicle back to you once it has
been recovered.
11
Q What happens if you do not recover
my vehicle?
Africa and within other countries
where we offer this service.
Even though we have a very good However, should your vehicle be
recovery rate (up to 9 out of 10) and recovered in another country, there
a very fast average recovery time may be costs involved in transporting
(around 48 minutes), we are not always it back to you. These costs will be
successful. In such cases we keep negotiated with you and your insurer,
looking for the vehicle, both within and in the event of your vehicle being
outside South Africa. recovered outside of South Africa.
There have been cases when a vehicle is
recovered some time after the theft. One
Q What happens if I sell my vehicle?
As an existing subscriber, you will
of the main reasons for not recovering
qualify for a special price on a unit
the vehicle is the delay in reporting the
for your new vehicle. We would prefer
theft or hijacking. It is thus very important
that you do not transfer your unit
to immediately notify Netstar once you
from your existing vehicle to the
are aware that your vehicle has been
replacement vehicle. To encourage
stolen. In the unlikely event of the vehicle
this, we will provide you with a new
not being recovered immediately, Netstar
unit at a discounted fee. Please
would contact you the next working day
contact the Customer Support
to supply you with a detailed case report
Centre for more information on this
on the recovery activity.
and to confirm any contractual

Q My Netstar Early Warning alarm went off

and you did not inform me. Why not?
commitments that you may have.
Tel: 0860 12 24 36
There are 2 possible reasons for this: Email: [email protected]
• Firstly, the Control Centre may not
have received a signal. If we do not
receive signals from your vehicle whilst
it is stationary, then it is probably due
to some form of interference, due to
buildings or physical terrain. However,
once the thief starts the vehicle and
drives off, the cause of the interference
should be eliminated and the Control
Centre will receive the signals and
respond accordingly.
Please note that the Early Warning
system is not designed to protect the
contents of your vehicle, but rather to
alert Netstar that your vehicle may have
been violated.
• Another reason is that the Control
Centre may not have your latest
contact details. It is very important to
always inform Netstar the moment you
change any contact details.

Q Are there any additional costs to the

Netstar service?
No. Your monthly subscription includes
tracking and recovery within South

12
6 ELECTRONIC
FITMENT CERTIFICATE

When a new Netstar tracking system is fitted to your vehicle,

we will issue an electronic fitment certificate, as seen on the
next page, to certify the installation. This certificate may be
required by your insurer, in order to qualify for certain
premium discounts.

The electronic certificate will be emailed to you, but can also

be obtained from Netstar’s call centre or online platforms at
any time.

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SAMPLE ONLY

FITMENT
CERTIFICATE
This is to certify that the following asset has
been fitted with a Netstar tracking system:

ASSET MAKE: VOLKSWAGEN

ASSET MODEL: GOLF TSI

REGISTRATION NUMBER: AB99WHGP

CHASSIS / VIN NUMBER: KNABX514MFT984303

ENGINE NUMBER: G4LAEP149883

SUBSCRIBER: ALPHA BRAVO

ID NUMBER / COMPANY

REGISTRATION NUMBER: 900107 5123 098

PRODUCT: NETSTAR EARLY WARNING

DEVICE SERIAL NUMBER: 6751890

FITMENT DATE: 1 JUNE 2018

FITTED BY: NETSTAR MIDRAND

ACCOUNT NUMBER: 10199708

CONTRACT NUMBER: 21398625

THERE WHEN IT MATTERS

CUSTOMER SERVICES: 0860 12 24 36

EMERGENCY CALL CENTRE: 0800 11 22 22

DATE OF ISSUE: 25 DECEMBER 2018

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GET IN TOUCH

HEAD OFFICE

Central Park Offices,

16th Road, Midrand, 1685
TEL: +27 (011) 207 5500

www.netstar.co.za