1. For the purposes of this section,
1.1. “complaint” refers to the formal, written expression of dissatisfaction/grievance in respect of a licensed service only, where filed by the consumer with Izwi by following the procedure set out herein or filed with ICASA following their processes;
1.2. “complainant” refers the person lodging the complaint;
1.3. “billing complaint” refers to a complaint lodged which specifically relate to invoice(s) containing incorrect charges, payments or adjustments, but shall not include a billing enquiry (where the consumer seeks information/clarification relating to invoice(s) including without limitation seeking clarification of charges or sources of usage).
2. Complaints may be lodged by sending an email to complaints@izwi.co.za which complaint must contain the following information at a minimum:
2.1. The consumer’s full particulars, including contact details;
2.2. The consumer’s relationship with Izwi, together with any customer reference or account numbers or details or support/ticket references;
2.3. A statement of the reasons for the complaint, which should include sufficient detail to allow Izwi to assess the complaint within the timelines set out herein; and
2.4. Any relevant evidence or documentation the consumer wishes to submit in support of the complaint.
3. The following processes will apply to complaints validly received in terms of the aforementioned lodgment process:
3.1. Izwi will acknowledge receipt of the complaint within 48 hours and will allocate a reference number to the complaint and communicate same to the complainant by return email.
3.2. Izwi will assess the complaint and will communicate the resolution to the complainant within 14 days of receipt of the complaint.
3.3. When communicating the resolution in the case of a billing complaint, Izwi will ensure that the consumer is informed about timelines for payments (if any) and the possibility/timelines of disconnection in the case of non-payment (where relevant).
4. Where the complaint lodged is a billing complaint, then the following will apply only in respect of the disputed portion(s) of the invoice(s) (i.e. the subject of the complaint) while the billing complaint is being investigated and until it is closed:
4.1. Izwi will not suspend or disconnect services nor take adverse collection procedures or assess late charges and/or penalties on the disputed portion(s);
4.2. Izwi is entitled to demand payment of the remainder of the fees due (other than the disputed portion), and the consumer agrees to continue to make payments as due for the remainder of the Izwi’s fees.
5. The complainant must first lodge a complaint or billing complaint with Izwi and wait for resolution in terms of this document. The complainant shall not escalate a complaint or billing complaint to another forum before first exhausting the procedures set out herein.
6. The complainant may escalate a complaint with ICASA only in the following instances:
6.1. when the complainant disputes the outcome of the resolution of the complaint; or
6.2. when Izwi has failed to respond or has not adequately responded to the complaint within the prescribed period(s).
7. Such complaint may be lodged with ICASA following its consumer complaints procedures, which can be viewed at http://www.icasa.org.za.
8. Any complaint referred to Izwi by ICASA will be processed in terms of the ICASA-prescribed timelines and processes
PO Box: 518 Noordwyk 1687
Tel: 010 500 1200
Take-down notice email: complaints@ispa.org.za
Take-down notice information and form: https://ispa.org.za/tdn/
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