Complaints Procedure

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Compumission (PTY) Ltd. is bound by regulations issued by the Independent Communications Authority of South Africa (ICASA of which Compumission (PTY) Ltd. is a registered member. However, in the event that you believe Compumission (PTY) Ltd. has not met its obligations, you may feel the need to make a complaint.

Fault reporting versus complaints

There is a difference between reporting a fault and making a complaint. If you wish to report a fault and have it fixed, please contact Compumission (PTY) Ltd. on 086 111 4207 or 021 300 1210 or email: This email address is being protected from spambots. You need JavaScript enabled to view it.

If you feel it necessary to make an official complaint, please follow the procedure below.

How to issue a complaint

1. Complaints should first be raised at the time of the problem. For example, if you are unhappy about the way an installation is being carried out, please tell the installation technician at the time.

2. If the person you complained to does not resolve the issue to your satisfaction, please contact Johann Lemmer to escalate your complaint. To contact Johann, kindly email directly on: This email address is being protected from spambots. You need JavaScript enabled to view it..

3. When making a complaint, please supply the following details:

• Your full particulars & contact details;

• The reason/s for the complaint, including enough detail for Stephne to assess the situation accurately.

• Any supporting evidence or documentation that is relevant to the complaint, e.g. a copy of an e-mail promising something that was not delivered.

4. In line with the ICASA Code of Conduct regulations, Management will acknowledge receipt of the complaint within a maximum of three business days.

5. Also in line with the ICASA regulations, Compumission (PTY) Ltd. will determine an outcome for the complainant and Management will communicate this to you within a maximum of fourteen (14) business days.

Escalating a complaint to ICASA

1. If you are not happy with the complaint outcome, you have the right to escalate it to ICASA. You can contact ICASA on 011 566 3000 (telephone), 011 444 1919 (fax), or you can e-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.

2. Please note that under the ICASA Code of Conduct Regulations 2008, you must provide Compumission (PTY) Ltd. the opportunity to resolve the matter within the fourteen business day maximum period before you may escalate to ICASA.

Billing disputes

In the event that Compumission (PTY) Ltd. invoices you for a product or service which you dispute, and after taking cognisance of the relevant clauses in the Compumission (PTY) Ltd. Terms and Conditions, the following procedure applies:

1. Follow the directions above under "How to make a complaint", providing information about the disputed service/product and why you believe the billing is not valid.

2. Compumission (PTY) Ltd. will assess the complaint and confirm whether the billing is valid in Compumission (PTY) Ltd.'s opinion. At this stage, Compumission (PTY) Ltd. may not disconnect the disputed service.

3. Compumission (PTY) Ltd. will provide feedback to you within fourteen business days, including details of the outcome and a summary of the actions taken and references used to come to the decision.

• If Compumission (PTY) Ltd. finds that the billing is valid, you will be informed that payment is due and the relevant service may be disconnected until such payment is made in line with the terms and conditions.

• If Compumission (PTY) Ltd. finds that the billing is not valid, we will issue you with an updated invoice showing the correction.

4. If you still dispute the billing decision, you may escalate your complaint to ICASA as described above.

About CompuMission

CompuMission is a registered and fully licensed ISP (Internet Service Provider) operating throughout the Cape Winelands District, Boland and West Coast.

CompuMission delivers an all-in-one connectivity and communication solution to each and every client.

Services on offer: Wireless Internet, Fiber Internet, VoIP Telecommunication, Domain Hosting, Email Hosting, Networking and many more.

Feel free to contact us with any queries you may have.

Compumission is a licensed ISP with Icasa

Find us

47 Stokery Weg, Wellington
P.O Box 1148, Wellington
Tel: 021 300 1210
Wireless Internet available in:

Wellington | Paarl | Malmesbury | Gouda | Yzerfontein | Piketberg | Porterville | Saron | Moorreesberg | Koringberg | Bo-Piketberg | Redelinghuys | Moutonshoek | Hermon | Darling | Langebaan

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