NETCOM WIRELESS (PTY) LTD t/a NCW COMPLAINTS PROCEDURES

NETCOM WIRELESS (PTY) LTD
CUSTOMER COMPLAINTS PROCEDURE
Document Control
Item Description
Document Title Customer Complaints Procedure
Company NetCom Wireless (Pty) Ltd
Version 1.0
Effective Date June 2026
Review Date June 2027
Approved By Management
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1. PURPOSE
The purpose of this Complaints Procedure is to provide customers with a fair, transparent, and effective process for lodging complaints and obtaining resolution of disputes relating to the services provided by NetCom Wireless (Pty) Ltd.
This procedure is implemented in accordance with the requirements of the Electronic Communications Act, ICASA regulations, and the NetCom Wireless Code of Conduct and Service Charter.
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2. SCOPE
This procedure applies to all customers of NetCom Wireless and covers complaints relating to:
• Service quality and performance
• Network outages and faults
• Billing and account disputes
• Service delivery issues
• Customer service interactions
• Contractual matters
• Any other service-related concern
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3. COMPLAINTS PRINCIPLES
NetCom Wireless undertakes to:
• Treat all complaints fairly and objectively.
• Handle complaints confidentially.
• Resolve complaints as quickly as reasonably possible.
• Keep customers informed throughout the resolution process.
• Maintain records of all complaints received.
• Use complaint information to improve service quality.
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4. HOW TO LODGE A COMPLAINT
Customers may submit complaints through any of the following channels:
Email
support@netcomwireless.co.za
Telephone
087 550 1273
Website
www.netcomwireless.co.za/support
Physical Address
19 All Saints Road, Bredasdorp, 7280
Customer Portal
www.netcomwireless.co.za/support
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5. INFORMATION REQUIRED
To assist in resolving a complaint efficiently, customers should provide:
• Full name and surname
• Account number or customer reference number
• Contact details
• Description of the complaint
• Date and time of the incident (where applicable)
• Supporting documentation or evidence
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6. COMPLAINT HANDLING PROCESS
Step 1: Acknowledgement
NetCom Wireless will acknowledge receipt of the complaint within:
Two (2) business days, 48 hours (excluding weekends and public holidays)
The acknowledgement may be sent by email, telephone, SMS, or other appropriate communication channel.
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Step 2: Investigation
The complaint will be investigated by the relevant department.
During the investigation process:
• Additional information may be requested.
• Technical assessments may be conducted.
• Billing records and account information may be reviewed.
• Network performance data may be examined where relevant.
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Step 3: Resolution
NetCom Wireless will endeavour to resolve complaints within:
Ten (10) business days
Where additional time is required due to the complexity of the complaint, the customer will be informed of:
• The reasons for the delay.
• Expected resolution timeframe.
• Progress updates.
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Step 4: Outcome Communication
The customer will receive a written response detailing:
• Findings of the investigation.
• Actions taken.
• Resolution offered.
• Any further recourse available.
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7. ESCALATION PROCEDURE
If a customer is dissatisfied with the outcome, the complaint may be escalated as follows:
Level 1
Customer Relations Manager
Level 2
Customer Relations Manager & Managing Director
Level 3
Managing Director
The escalation request should be submitted within thirty (30) calendar days of receiving the complaint outcome.
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8. EXTERNAL DISPUTE RESOLUTION
If a customer remains dissatisfied after exhausting NetCom Wireless’ internal complaints process, the customer may refer the matter to:
Independent Communications Authority of South Africa (ICASA)
Consumer Affairs Division
Website:
www.icasa.org.za
Email:
consumer@icasa.org.za
Telephone:
012 568 3000
Physical Address:
350 Witch-Hazel Avenue
Eco Point Office Park
Centurion
South Africa
Customers are encouraged to provide copies of all correspondence and reference numbers relating to the complaint.
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9. COMPLAINT RECORDS
NetCom Wireless shall maintain records of all complaints received, including:
• Complaint reference number
• Date received
• Nature of complaint
• Investigation undertaken
• Resolution provided
• Date closed
Records will be retained in accordance with applicable legal and regulatory requirements.
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10. NO CHARGE FOR COMPLAINTS
Customers will not be charged for lodging a complaint or for having a complaint investigated by NetCom Wireless.
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11. CONTINUOUS IMPROVEMENT
Complaint trends and recurring issues will be reviewed periodically by management to:
• Improve service quality.
• Enhance customer satisfaction.
• Reduce repeat incidents.
• Ensure regulatory compliance.
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12. CONTACT DETAILS
NetCom Wireless (Pty) Ltd
Email: support@netcomwireless.co.za
Website: www.netcomwireless.co.za
During Business Office Hours:
Monday to Friday
08:00 – 17:00
Saturday
09:00 – 12h00
Sunday Closed

After Business Hours:
Monday to Friday
17h00 – 21h00
Saturday to Sunday
09h00 – 12h00