Complaints Policy and Procedure

• 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).