Complaints Procedure
How to lodge a complaint, what we will do, how long it takes, and how to escalate to ICASA.
If something has gone wrong, we want to hear about it and we want to fix it. This page sets out exactly how to complain, what we will do, how long it will take, and what you can do if you are still not satisfied.
It is published in terms of regulation 12 of the End-user and Subscriber Service Charter Regulations made by the Independent Communications Authority of South Africa (ICASA), and applies to every Vektro Networks customer.
1. Start here — how to lodge a complaint
Use whichever suits you. All of them reach a person.
Lodge a complaint online →
The quickest route: the form gives you your reference number on screen straight away, and emails it to you.
| Online form | Lodge a complaint online — reference number issued immediately |
|---|---|
| Email — service | support@vektronetworks.co.za |
| Email — billing | billing@vektronetworks.co.za |
| Telephone | 044 023 0016 |
| 082 313 4560 | |
| In person / by post | 61 Robberg Road, Plettenberg Bay, 6600 |
| Hours | Monday to Friday, 08:00–17:00 (SAST), excluding public holidays |
Email gives you a written record, which helps both of us. If you phone, we will log the complaint for you and send you the reference in writing.
What to include
- Your name and account number
- The service address
- What went wrong, and roughly when it started
- Any earlier reference number, invoice number or technician’s name
- What you would like us to do about it
2. What happens next, and by when
| Step | Timeframe |
|---|---|
| We acknowledge your complaint and give you a unique reference number, by phone, SMS, WhatsApp or email — whichever we can reach you on fastest | Within 48 hours |
| We investigate, and keep you updated as it moves | Ongoing |
| We resolve the complaint and tell you the outcome in writing | Within 14 days of receiving it |
| If we cannot meet the 14 days, we tell you why and give a revised date | Before day 14 |
Quote your reference number in any follow-up and whoever picks up the phone can see the full history.
3. If it involves the fibre network operator
For fibre services we resell over infrastructure owned and maintained by a Fibre Network Operator (FNO). Where your complaint is about the physical line or the FNO’s work, we log it with them, give you their reference alongside ours, and chase it until it is closed. The complaint stays open with us either way — we do not hand you off and consider it dealt with.
4. If you are not satisfied with our answer
Step 1 — ask us to escalate
Reply to our written outcome and say you want it escalated, or phone 044 023 0016 and quote your reference. It goes to the owner of the business, not back into the same queue. We will respond within 7 business days.
Step 2 — take it to ICASA
You may refer the matter to ICASA if you dispute the outcome of your complaint, or if we failed to respond or did not respond adequately. You do not need our permission and it costs you nothing.
| consumer@icasa.org.za | |
| Online | icasa.org.za/pages/lodge-a-complaint |
| Fax | 012 568 3444 |
| Telephone | 012 568 3000 / 3001 |
| Physical address | 350 Witch-Hazel Avenue, Eco Point Office Park, Eco Park, Centurion |
| Postal address | Private Bag X10, Highveld Park, 0169 |
Complaints to ICASA must be in writing, on their consumer complaint form. Quote our licence number — 3364/CECS/JUNE/2026 — and the reference number we gave you.
Where ICASA escalates a complaint to us, we acknowledge it within 48 hours and respond in writing within 14 days, as the regulations require.
Other avenues
- National Consumer Commission — for consumer matters under the Consumer Protection Act.
- Information Regulator — for complaints about how we handled your personal information under POPIA.
- A competent South African court with jurisdiction in the Garden Route.
Nothing on this page limits any of those rights, and using our process first does not waive them.
5. Records
We keep a record of every complaint — what was reported, the reference number, what we did and how it ended — for at least 3 months, and in practice much longer. You may ask for a copy of your own complaint record at any time.
6. What we ask of you
Tell us early, tell us what you actually want fixed, and give us the account number. Complaints stall most often because we cannot work out which line or which invoice is being talked about. We will always be straight with you about whether a problem is ours, the FNO’s, or something in your own network — including when the answer is not the one you were hoping for.
7. Contact us
Vektro Networks — a division of Baia Formosa Trading 12 CC
Registration CK2008/254837/23 | VAT 4830253235 | Class ECS licence 3364/CECS/JUNE/2026
61 Robberg Road, Plettenberg Bay, 6600
Support: support@vektronetworks.co.za | Accounts: billing@vektronetworks.co.za
Telephone: 044 023 0016 | WhatsApp: 082 313 4560