1 All complaints other than billing complaints must be submitted to Speedinet and will be dealt with by Speedinet
2 You are required to afford us an opportunity to resolve a compliant before you approach the Authority.
3 You are required to direct a complaint to firstname.lastname@example.org. Your complaint should include the following:
3.1 your name and surname;
3.2 your account number/email address/Cell phone Number
3.3 the date on which the complaint arose; and
3.4 a brief description of what gave rise to the complaint.
4 Speedinet will acknowledge receipt of your complaint within 3 (three) working days of receipt thereof.
5 Speedinet will formally resolve your complaint in writing within 14 (fourteen) working days of receipt thereof, or within such longer period as we may agree to under circumstances where the resolution of the complaint is for example (but without limitation) in the hands of a supplier or third party service provider.
6 You may approach the Authority for resolution of the dispute, should you not be satisfied with the outcome of the dispute as determined by Speedinet.
7 The dispute will be referred to the Complaints and Compliance Committee of the Authority in terms of section 17 (H) of the ICASA Act in the event that the dispute is not resolved by the Authority itself as contemplated above.