There are times when things go wrong or are not up to standard. You are our customer and we want to make sure you’re happy with our services.
Before starting a complaint, please make sure you have already opened a service request and they have not been able to resolve it to your satisfaction. The complaint procedure is not the first port of call for a service request.
When we receive a complaint, it is passed to the city manager for immediate investigation.
In order to start this process, we need the following information:
- Service ID [printed on your invoice and on the fiber jack / ONU]
- Ticket ID relating to the issue you are complaining about
- Your site address
- Email address registered on the account
- Phone number
Once we receive all the information, we will start the investigation and be in contact with you within 3 business days. Our intention is to resolve your issue to your satisfaction.