Complaints Policy

We take your concerns seriously. Here's how we handle complaints.

1. Our Commitment

Circle Connect (Pty) Ltd is committed to providing high-quality internet and communication services to all our customers. We value your feedback and take all complaints seriously. This policy outlines how you can raise a complaint and how we will work to resolve it fairly, efficiently, and transparently.

2. What Is a Complaint?

A complaint is any expression of dissatisfaction regarding our services, staff, billing, equipment, or any aspect of your experience with Circle Connect that you feel has not been adequately addressed through normal support channels.

Examples of complaints include:

  • Persistent service outages or poor connectivity not resolved through technical support.
  • Billing errors or disputes not resolved after initial enquiry.
  • Unsatisfactory customer service experiences.
  • Installation delays or equipment issues.
  • Concerns about data privacy or security.

3. How to Lodge a Complaint

You can submit a complaint through any of the following channels:

📧 Email

Send your complaint to complaints@circleconnect.co.za

📱 WhatsApp

Message us on WhatsApp

📞 Phone

Call us at +27 83 874 7149

🌐 Online

Use our Contact Form

When lodging a complaint, please include:

  • Your full name and account number (if applicable).
  • A clear description of the issue.
  • Any relevant dates, reference numbers, or supporting documents.
  • Your preferred method of contact for follow-up.

4. Complaints Process

Our complaints resolution process follows these steps:

1

Acknowledgement

We will acknowledge receipt of your complaint within 24 hours (business days) and provide you with a reference number for tracking.

2

Investigation

A dedicated team member will investigate your complaint thoroughly. We may contact you for additional information during this process.

3

Resolution

We aim to resolve all complaints within 5 business days. If more time is needed, we will keep you informed of progress and provide an estimated resolution date.

4

Response

You will receive a written response outlining the outcome of the investigation, any actions taken, and remedies offered (if applicable).

5. Escalation

If you are not satisfied with the resolution provided, you may escalate your complaint:

  • Internal Escalation: Request that your complaint be reviewed by a senior manager by emailing management@circleconnect.co.za.
  • ICASA: You may lodge a complaint with the Independent Communications Authority of South Africa (ICASA) if the matter remains unresolved. Visit www.icasa.org.za.
  • Information Regulator: For privacy-related complaints, you may contact the Information Regulator of South Africa at www.justice.gov.za/inforeg.

6. Record Keeping

All complaints are logged and tracked in our internal system. We retain complaint records for a minimum of 3 years for auditing, quality improvement, and regulatory compliance purposes.

7. Continuous Improvement

We regularly review complaint trends to identify areas for improvement. Your feedback helps us deliver better services and a better customer experience for everyone in our community.

Last updated: February 2026