Ditronics strives to ensure, that you the client, receives the highest standard in customer service possible. Whether you’re providing feedback, or paying us a compliment or for some unfortunate reason a complaint, you are valuable to us and we appreciate your input.
Your feedback is important to us and helps us maintain the highest standard of customer service possible, this also allows us to provide the correct solution for you and your business on our offering around our products and services. If you have suggestions about how we can improve our products or services, please let us know, by dropping us an email
Paying a compliment
If you’ve received exceptional service from us here at Ditronics, please be so kind as to let us know, we would love to hear about it, thank you.
Making a complaint
If you have any complaints you wish to log about Ditronics or any of our related services or have encountered a problem, please let us know. We deal with complaints very seriously, as customer service is important to us, please let us know as soon as possible so that we can rectify the problem at hand in due course, the sooner we are made aware of the issue, the sooner it can be resolved. We also appreciate any constructive complaints, as this allows us to improve our services to you the client and resolve any matter which may arise.
Customer complaints and feedback procedure
If you’re dissatisfied with our service or would like to provide feedback, please contact Ditronics via the following details:
What we will do
When you call our office on the details listed or log a fault with our support desk on firstname.lastname@example.org, or email@example.com for complaints, we aim to resolve your issue or query timeously, most queries or support tickets logged are resolved within the permitted time frames. If for whatever reason your issue cannot be resolved to your satisfaction, during the first call, or ticket logged, for some reason the matter needs to be investigated further, we will provide feedback to you and also give you the client a time frame to resolve the outstanding issue, in most circumstances current and existing clients matters are resolved within 48 hours but a time frame of 14 days may apply on certain matters for absolute resolution. Timeframes will be agreed with you during that first call or ticket logged. If you write to us with your issue or enquiry via facsimile, email or mail, we will acknowledge your letter by phone or in writing, if you request, within five working days of receiving your letter.
While your issue is being investigated, we will provide regular progress updates so that you are well informed, during all phases of the enquiry and happy with the entire process going forward. You are most welcome to enquire on the progress of your logged query/complaint at any time during office hours, whereby your will be assigned a reference number, to keep track enquiry.
If you aren’t satisfied with the resolution or investigation of your lodged complaint, please could this be brought to the Ditronics Management team, so that we can intervene and attempt to resolve your issue as soon as possible, as per the time frames documented previously, i.e. 14 working days of you having notified us that you’re not satisfied. If for any reason, you’re still dissatisfied with the manner in which your complaint has been handled, you can ask to be referred to a more senior person, such as a Managing Director /Member of the entity. This person will deal with you personally and discuss the resolutions you’ve been offered.
Escalating complaints outside of Ditronics
We absolutely expect our team at Ditronics to resolve all of your logged queries or complaints professionally and efficiently as part of the resolution process, should this not be the case and you feel that your complaint has not been handled to your satisfaction and you would like an external body to review your complaint, you can contact the following regulatory body at:
ICASA, is an office of last resort, which recommends, that you first try and resolve the issue with your telecommunications service provider. Although you do not have to exhaust all the complaint resolution options offered by Ditronics, you should try and resolve the issue with us first before taking your complaint to ICASA. ICASA, can be contacted as follows: Phone: 011-566 3000, email: firstname.lastname@example.org, address:164 Katherine Street, Sandton, JHB