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).
