Legal

Complaints Handling Procedure

1. Purpose

This procedure sets out how Microweb (Pty) Ltd ("Microweb") receives, records, manages and resolves complaints from its customers, in line with ICASA’s End-user and Subscriber Service Charter Regulations.

This procedure is published at: www.microweb.africa/complaints

2. How to Lodge a Complaint

Customers may lodge a complaint with Microweb through any of the following channels:

• Email: hello@microweb.africa
• Phone: 021 300 8222
• WhatsApp: 021 300 8222

3. Microweb’s Point of Contact for Complaints

• Phone: 021 300 8222
• Email: hello@microweb.africa
• Website: www.microweb.africa

4. Complaint Categories

Microweb classifies complaints into the following categories for reporting and trend-monitoring purposes:

• Type 1 — Network / service faults (outages, slow speeds, connectivity issues)
• Type 2 — Billing and payment queries
• Type 3 — Installation and technical support
• Type 4 — Customer service and other queries

5. Our Response and Resolution Process

• Step 1 — Acknowledgement: every complaint is acknowledged within 24 hours of receipt.
• Step 2 — Investigation: the complaint is logged with a unique reference number and investigated by the relevant team.
• Step 3 — Resolution: Microweb aims to resolve complaints within 7 working days of receipt. Where this isn’t possible, the customer will be kept informed of progress.
• Step 4 — Close-out: the customer is notified once the complaint is resolved, and the outcome is recorded.

6. Escalation

If a customer is not satisfied with how their complaint has been handled, or it remains unresolved after a reasonable time, it may be escalated to:

• WAPA (the Wireless Access Providers’ Association of Southern Africa), as Microweb’s industry representative body; or
• The Independent Communications Authority of South Africa (ICASA), directly.

Microweb will provide customers with the relevant contact details on request.

7. Record-Keeping and Reporting

Microweb keeps a record of all complaints received, including the date received, category, description, resolution, and time taken to resolve. This record is used to compile the bi-annual ICASA Complaints Report (Form 12A), and to identify any recurring issues that need to be addressed.