• We aim to ensure that:
  • Making a complaint (which we regard as “a clear expression of dissatisfaction that requires a formal response”) is as easy as possible;
  • We deal with it promptly, politely and confidentially (when appropriate);
  • We learn from complaints and use them to improve our service;
  • All informal concerns are resolved informally and speedily;
  • The formal complaints procedure is intended to ensure that all complaints are dealt with fairly, consistently and whenever reasonably possible to the complainant’s satisfaction.
  • Complainant’s responsibility
  • Bring the complaint in writing to Bundu NetworX’s attention within fourteen (14) days from the issue arising;
  • Raise the complaint directly with the Office Manager of Bundu NetworX;
  • Explain the problem in sufficient detail;
  • Allow Bundu NetworX fourteen (14) days to deal with the matter.
  • Bundu NetworX’s responsibility
  • To acknowledge receipt of the complaints in writing, by email or telephonically;
  • To respond to the complaint within fourteen (14) days;
  • To deal with the complaint;
  • To take action where appropriate.
  • If the complaint involved the Office Manager, the complaint should be addressed to the General Manager of Bundu NetworX.
  • If you are not satisfied with the outcome/response to your complaint, you have the right to refer the complaint to ICASA (see further 1.8 of this Code).

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