Office Address

45 Ridge Road, Ridge Park Offices, Block C, Hillcrest, 3610

Contact Mail

info@ditronics.co.za

Contact Us

086 086 4783

Ditronics Protection of Personal Information Policy

Download the Ditronics POPI Policy

Acceptable Use Policy

View our Acceptable Use Policy

Code of Conduct

View our code of conduct

Terms and conditions

View our terms and conditions

Handling your feedback and complaints:

View here

Code of Conduct

In accordance with the Electronic Communications Act of 2005 and subsequent regulations, Ditronics informs its customers that they are entitled to the following rights:

  • To be provided with the required service without unfair discrimination
  • To choose a service provider of their choice
  • To receive information in their preferred language
  • To access and question consumer account information
  • To protect personal data and not to have personal data sold to third parties without permission
  • To port a number
  • To lodge a complaint (details below) and a right to redress

Ditronics endeavours at all times to:

  • Act in a fair, reasonable and responsible manner in all dealings
  • Ensure that services & products meet the correct specifications contained in all the relevant laws and regulations
  • Not discriminate against consumers on the basis of race, gender, sex, age, religion, disability, ethnic group or sexual orientation
  • Display utmost courtesy and care when dealing with consumers
  • Provide consumers with information regarding services and pricing
  • Provide consumers with guidance regarding the customer’s needs, upon request
  • Keep consumers’ personal information confidential
  • Advise consumers to refer their unresolved complaints to ICASA

Terms and conditions

  1. DEFINITIONS AND INTERPRETATION
    1. For purposes of this Agreement, the following terms shall have the following meanings –
      1. “Customer” means the entity described under Client Details in the Subscriber Agreement;
      2. “Emergency Changes” means an urgent, mandatory change that may occur outside the Scheduled Downtime where critical changes impacting on Ditronics’ network infrastructure must be performed in order to restore accessibility and functionality, and/or sustain the Availability, of the Ditronics network infrastructure;
      3. “Equipment” means the router/gateway, modem and/or any other Equipment or hardware that Ditronics requires at the Customer premises to provide the Services as set out the schedule;
      4. “Sites” means the offices or premises at or to which the Services are to be provided, as set out in the Services Form and “Site” means one of them. The Customer must complete a Services Form per site.
      5. Access Links – means the physical link (whether wired or wireless) installed at the customer premises over which data and voice is transmitted.
      6. Contended – means that multiple users are sharing the same network bandwidth capacity.
      7. Uncontended – means dedicated service and not contended.
      8. CLI – Caller Line identification.
      9. Domestic Minutes – means Voice calls originating in South Africa and terminating to destinations in South African (includes fixed and mobile destinations).
      10. FTTH – means Fibre to the Home last mile Internet connectivity.
      11. FTTB – means Fibre to the Business last mile Internet connectivity.
      12. GSM – means Global System for Mobile communications.
      13. ITU-T – means International Telecommunications Union. A body that sets international telecoms standards.
      14. Minimum Billing – refers to a committed billing value applicable to specific services. Ditronics will charge customers the higher of variable voice billing or minimum billing amount.
      15. PBX – means Private Branch Exchange. A private telephony system used within a company or organization.
      16. SIP – an acronym for Session Initiated Protocol which is a network protocol used in VoIP communications allowing users to make voice calls.
      17. Soft Phone – An application installed on a mobile phone or desktop computer that allows a user to make and receive VoIP calls.
      18. VoIP – Voice over Internet Protocol, a protocol used to convey voice calls over data networks. Voice over Internet Protocol is the transmission of voice over Internet Protocol networks.
      19. WTTH – Wireless to the Home
      20. WTTB – Wireless to the Business.
      21. “Subscriber Agreement” means the document indicated as such and signed by one or more parties hereto, and which may include details of inter alia (among others) the nature and respective fees of certain Services requested by the Customer and the Customer’s contact and other details;
      22. “Surety” means the natural person who, in the case of the Customer being a Juristic Entity, signs this Agreement for and on behalf of the Customer and as surety for and co-principal debtor with the Customer in accordance with clause 14.
    2. In this Agreement, unless the contrary intention appears:
      1. any reference to (i) the singular includes the plural and vice versa, (ii) any gender includes the other genders and (iii) a natural person includes a juristic person and vice versa;
      2. the clause headings have been inserted for purposes of convenience only and will not be taken into consideration in its interpretation;
      3. the rule of construction that a contract shall be interpreted against the party responsible for the drafting or preparation of the contract, shall not apply to this Agreement and the Parties waive any rights they have to rely on such rules;
  2. DURATION
    1. This Agreement shall commence on the Effective date and the Services shall commence on the Connection Date, as set out in the Subscriber Agreement, and shall continue for the Initial Fixed Period;
    2. The Agreement shall automatically renew for a further period equivalent to that of the Initial Fixed period, unless either party gives the other written notice to the contrary, no less than ninety days prior to the expiration of the Initial Fixed Period, or any successive period of this Agreement.
  3. EQUIPMENT
    1. Where the Equipment is purchased by the Customer:
      1. The Equipment will be supplied by and installed by Ditronics or its nominated representative;
      2. The cost of the Equipment and the cost of its installation will be paid by the Customer at Ditronics’ usual rates;
      3. Any equipment purchased shall only be delivered and/or installed upon receipt by Ditonics of payment in an amount equal to 50% of the purchase price;
      4. Any Equipment purchased by the Customer shall remain the property of Ditronics until paid for in full;
      5. Despite paragraph 3.1.4, on delivery risk shall pass to the Customer who shall be obliged, until the Equipment is paid for in full, to adequately insure the Equipment at all times;
      6. All Equipment is purchased voetstoets and without any warranties from Ditronics whatsoever.
    2. Where the Equipment is rented/leased by the Customer:
      1. The Equipment will be supplied and installed by Ditronics or its nominated representative;
      2. The Customer shall at all times take all reasonable steps to prevent any damage to, or tampering with, the Equipment, and insure the Equipment comprehensively for at least the replacement value of the Equipment
    3. When notified of the proposed installation of the Equipment, the Customer shall provide Ditronics/its nominated representative with such access as may be required for purposes of installing the Equipment.
  4. THE SERVICES
    1. Ditronics shall:
      1. provide the Services in accordance with the provisions of this Agreement and in accordance with generally accepted industry standards and practices; but uninterrupted service cannot be guaranteed due to the reliance on third-party providers.
      2. provide the necessary initial training to the Customer’s Personnel;
    2. Whereas Ditronics undertakes to use its reasonable endeavors to cause the Services to be uninterrupted, the parties agree and understand that:
      1. The continued and uninterrupted service is dependent on the utilization, availability and functionality of equipment and resources provided by Third-Party Service Providers;
      2. Ditronics shall not be liable, directly or indirectly, for any interruption in or failure of the Services (including, without limitation, the speed of any Services as a result of any such failure);
      3. This Agreement shall remain valid and enforceable during any period of interruption or suspension to the Services;
      4. Any period of suspension or interruption of the Services, whether by reason of (i) the Customer’s damage to the Equipment or unlawful use of the Services and/or Equipment; (ii) any event provided for in terms of clause 4.2.5 and/or clause 9; or any other cause whatsoever, shall not entitle the Customer, to cancel this Agreement, or to suspend or withhold any payment due to Ditronics, or to a credit for any such payment, unless Ditronics specifically agrees thereto in writing;
      5. Maintenance of, remedial works to, modification of, and upgrading to the Equipment, along with Scheduled Downtime and Emergency Changes, may take place from time to time and may bring about a suspension or interruption of the Services. In such an event Ditronics shall endeavor to notify the Customer of any impending suspension or interruption and shall further take all reasonable steps to keep such suspension or interruption to a minimum;
      6. Any software developed by Ditronics, or commissioned by Ditronics, that is installed on any Equipment delivered to the Customer shall remain the intellectual property of Ditronics and in the event of this Agreement Ditronics shall be entitled to uninstall any such software on termination. This clause shall apply even in the event that such software was developed at the request of the Customer.
  5. LIMITATION OF LIABILITY
    1. The Customer agrees that Ditronics shall not be liable in respect of any loss or damage caused by or arising from the provisions of this agreement, for any reason. This exclusion of Ditronics’ liability for loss or damage will include, without limitation:
    2. loss or damage caused by negligent acts of Ditronics and any acts of Ditronics’ Personnel;
    3. any direct, consequential, incidental, indirect or special loss or damage flowing from business interruption, loss of business information, loss of data or any other cause;
    4. any loss or damage, regardless of whether a claim for loss or damage is based on breach of contract, delict, breach of implied warranties or otherwise; and
    5. any loss or damage, whether it could have been foreseen or not.
  6. CUSTOMER’S OBLIGATIONS
    1. The Customer and its personnel shall comply with Ditronics’ reasonable requests and directions necessary for the implementation and use of the Services.
    2. With effect from the signature of this agreement, the Customer shall allow Ditronics and its personnel access (at all reasonable times) to the Sites strictly for the purposes of fulfilling Ditronics’ obligations under this Agreement.
    3. The Customer shall be responsible to purchase or rent/lease the Equipment as required in terms of this Agreement and to have it installed and shall maintain the same in proper working order.
    4. The Customer:
      1. shall at all times: (i) be obliged to use the Services lawfully in compliance with all applicable laws; (ii) ensure that the equipment is used with due skill and care and only in the manner and for the purpose for which it is designed; (iii) maintain the equipment; (iv) insure the equipment with a registered insurer against such risks of loss, theft, damage or destruction as Ditronics may stipulate from time to time; (v) warrants the integrity of the equipment its network and its internal systems particularly with regard to the usage of passwords and access codes that are supplied by Ditronics;
      2. indemnifies Ditronics (and any third party service provider/s) and holds it harmless against any claims by third parties and/or the customer: (i) in respect of prohibited or unlawful activities in relation to the Customers use of the Services and/or Equipment; (ii) arising from the unlawful access and or the usage of the equipment and or services and all security breaches in relation to its network;
      3. shall not (i) prevent or preclude Ditronics from being able to provide or maintain its Services and/or Equipment; (ii) abuse the Services and/or damage the Equipment or the Ditronics network; (iii) withhold any payment for any reason whatsoever; (iv) be entitled to claim a remission of fees; (v) remove or cause the equipment to be removed from the site without the prior written approval of Ditronics; (vi) alter or modify the equipment in whatsoever manner; (vii) sell, assign, mortgage, encumber or otherwise dispose of, deal with or part with the equipment (or any interest in it) or attempt to do so without the prior written consent of Ditronics.
      4. warrants that it has inspected the Equipment and is satisfied that it is suitable for the Customer’s intended purpose.
      5. warrants that its turnover as at the time of signature of this agreement exceeds R2,000,000.00 per annum.
  7. FEES AND PAYMENT
    1. In consideration for the provision of the Services, the Customer shall pay the associated costs detailed in the schedule(s), which costs shall be subject to an annual escalation of no more than 10% per annum.
    2. Invoicing periods for the Services will run from the first day of each month, unless otherwise agreed by Ditronics in writing.
    3. Ditronics will provide the Customer with an electronic invoice.
    4. Payment shall be made within 7 (seven) days of date of invoice, alternatively by monthly debit order.
    5. All arrear payments will be subject to the payment of interest at the rate of prime plus 5% per annum expressed as a percentage per annum from date of default to date of payment.
    6. All fees and charges for the Services are based on and subject to and linked to those of Ditronics’ Third-Party Service Providers. The Customer accordingly acknowledges and agrees that any increase of those Third-Party Service Provider charges for whatsoever reason will bring about an automatic and simultaneous adjustment of Ditronics’ fees and charges under this Agreement in a commensurate amount to the increase of the Third-Party Service Provider charges.
    7. All amounts due and payable by the Customer shall be paid to Ditronics in South African Rands at an address and in a manner specified by Ditronics in writing from time to time. The Customer shall not be entitled to withhold payment of any amounts due and payable to Ditronics, nor claim any deduction or set off.
    8. A certificate signed by any Ditronics director, whose authority need not be proven, shall constitute prima facie proof of the amount and extent of any indebtedness by the Customer to Ditronics.

    9. Should Ditronics instruct an attorney to take action or institute an application against the Customer as a result of any breach of this Agreement, then the Customer shall pay the costs of such attorney as between attorney and client including collection charges, tracing costs, interest and administration charges or any other reasonable fee charged, including legal costs incurred prior to instituting such action or application.

  8. DEPOSIT
    1. Ditronics will be entitled, but not obliged, to insist on a payment of a deposit by the Customer equal to two months of anticipated payments to be made by the Customer to Ditronics, as calculated by Ditronics.
    2. In the event of the deposit being depleted below 50% of the initial amount, Ditronics will be entitled to demand from the Customer such amount as is required to restore the deposit amount to an amount equal to two months of anticipated payments, which amount the Customer shall be obliged to make payment of within seven days from date of demand.
  9. UPGRADES
    1. Any upgrades performed, whether necessary or requested, shall be subject to a further quotation by Ditronics.
    2. The terms of this agreement shall apply to any new Equipment installed as part of any upgrade during the currency of the agreement.
    3. The cost of any upgrades shall be quoted for at Ditronics usual prices from time to time.
    4. Scheduled upgrades may result in brief service interruptions
  10. BREACH AND TERMINATION
    1. Should the Customer (“Defaulting Party”) –
      1. commit a material breach of this Agreement, and fail to remedy the breach within 7 (seven) days of having been called on in writing by Ditronics to do so; or
      2. effect or attempt to affect a compromise or composition with its creditors; or
      3. be provisionally or finally liquidated or placed under judicial management; or
      4. cease or threaten to cease to carry on the Defaulting Party’s normal line of business or commit any act or omission which would, in the case of an individual, be an act of insolvency in terms of the Insolvency Act, 1936 (as amended);
    2. then Ditronics may, in its discretion and without prejudice to its rights in this Agreement or in law, terminate the Services and in the event of the equipment being rented by the customer, remove the equipment and cancel this Agreement on written notice to the Customer, in which event termination shall be without prejudice to, and shall not constitute a release or waiver of, any claims which Ditronics may have for damages against the Customer occasioned by the termination of this Agreement.
    3. In the event of the Customer failing to remedy its breach within the 7 (seven) day notice period detailed above, Ditronics will be entitled to suspend all services to the Customer until such time as the breach is remedied.
    4. The Customer will further be liable for any banking fees incurred by Ditronics as a result of any default of the terms of this agreement by the Customer.
  11. NOTICES AND DOMICILE
    1. All notices, authorisations and requests given or made in connection with this Agreement must be delivered by hand, pre-paid registered post or facsimile to the addresses and numbers set out in the Subscriber Agreement. By providing contact information, each Party consents to its use for purposes of administering this Agreement by the other Party and other parties that help a Party administer this Agreement.
    2. The Customer chooses as its domicilium citandi et executandi (its domicile for the purpose of being served any notice or legal process) for all purposes related to this Agreement the street address stated in the Subscriber Agreement.
    3. The Surety chooses the address indicated adjacent to his signature on the Subscriber Agreement as his domicilium citandi et executandi for all purposes related to this Agreement.
  12. FORCE MAJEURE
    1. Neither Party shall be liable for any failure to fulfil its obligations under this Agreement (other than payment obligation) if and to the extent that such failure is caused by any circumstances beyond its reasonable control, including flood, fire, earthquake, war, tempest, hurricane, industrial action, government restrictions, failure of any Third-Party service providers or acts of God.
    2. Should any event of force majeure arise, the affected Party shall notify the other Party without delay and the Parties shall meet within 7 (seven) calendar days of the notice to negotiate in good faith alternative methods of fulfilling its obligations under this Agreement, if any. In addition Ditronics shall continue to provide and the Customer shall continue to pay for those Services not affected by such event of force majeure.
    3. Should either Party be unable to fulfil a material part of its obligations under this Agreement for a continuous period in excess of 60 (sixty) calendar days due to circumstances or force majeure, the other Party may at its sole discretion cancel this Agreement forthwith by written notice.
  13. ASSIGNMENT AND SUB-CONTRACTING
    1. Ditronics may sub-contract or delegate its obligations under this Agreement to third party contractors, provided that Ditronics shall remain liable for performance of such obligations. Ditronics shall not be required to disclose the terms (including payment terms) of any sub-contract entered into with respect to Ditronics’ obligations under this Agreement.
    2. The Customer shall not be entitled to cede, assign, delegate or otherwise transfer the benefit or burden of any part of this Agreement without the prior written consent of Ditronics.
  14. SURETY
    • Should the Customer be a juristic entity then in such event the signatory to the Subscriber Agreement, (who signs on behalf of the Customer) hereby binds himself as surety for and co-principal debtor jointly and severally with the /Customer in favour of Ditronics for the due and punctual performance by the Customer of all its obligations to Ditronics whether presently due, owing and payable or becoming due, owing and payable in the future.
  15. GENERAL
    1. This Agreement, together with the schedules herewith, constitutes the entire agreement between Customer and Ditronics in respect of the subject matter of this Agreement.
    2. No amendment or modification to this Agreement shall be effective unless in writing and signed by the Parties.
    3. No granting of time or forbearance shall be, or be deemed to be, a waiver of any term of this Agreement and no waiver of any breach shall operate as a waiver of any continuing or subsequent breach.
    4. If the whole or any part of a term of this Agreement is void or voidable by either Party or unenforceable or illegal, the whole or that part (as the case may be) of that term, shall be severed, and the remainder of this Agreement shall have full force and effect, provided the severance does not alter the nature of the agreement between the Parties.
    5. If any part of this Agreement is found to be unenforceable, the remaining provisions shall continue to be in effect.
    6. No indulgence which either party may allow or at any time whatsoever grant to the other Party in regard to the carrying out of any of the terms and conditions of this Agreement shall constitute a waiver of or prejudice such Party’s rights in terms of this Agreement.
    7. This Agreement shall be subject to and interpreted in accordance with the provisions of the laws of the Republic of South Africa.
    8. The Parties hereto consent to the jurisdiction of the Magistrates’ Court in respect of legal proceedings arising out of this Agreement.
    9. The defaulting Party shall be liable for all legal costs (including attorney and own client costs and collection commission) incurred by the aggrieved Party in enforcing any of its rights in terms of this Agreement.
    10. This Agreement replaces all prior negotiations, arrangements (whether oral or in writing) as well as any other communications between the parties which preceded the conclusion of this Agreement.
  16. INSURANCE
    1. Insurance Coverage: The Customer is responsible for maintaining insurance coverage for all equipment supplied by Ditronics.
    2. Insurance Claims: The Company will assist the Customer in filing insurance claims if necessary
  17. EXCLUSIONS
    1. The included Maintenance Services in respect of the Solution to be rendered by or on behalf of DITRONICS in terms of this Agreement shall exclude the following: –
    2. Maintenance and/or service required as a result of force majeure, fire, water, lightning, surges/dips/failures in the electricity supply, any other service provider faults or failures, accidents, neglect, misuse, abuse or use other than that for which the telephone instruments are designed.
    3. The replacement and/or supplying of any cabling external to the Solution
    4. Any maintenance and/or service required by the CUSTOMER, remote or otherwise, outside of working hours, which are 08h00 to 17h00 Monday to Friday excluding public holidays
    5. Any repairs and/or service required by the CUSTOMER due to misuse and/or negligence and/or any repairs and/or service that arises from causes other than the ordinary use of the deployed solution.
    6. Any additional training required by the CUSTOMER in order to use the deployed solution, over and above the initial training provided by DITRONICS to the CUSTOMER when supplying the solution to the CUSTOMER.
    7. Any service and/or repairs necessitated by or arising out of maintenance and/or repairs performed by any other party without the authorization of DITRONICS and/or necessitated by and/or arising out of tampering with the solution by any person not authorized by DITRONICS.
    8. Any service and/or repairs necessitated by and/or arising out of unsuitable environmental influences.
    9. Any network connectivity required in respect of the solution.
    10. On-site labour not included in “this agreement”, will be billed hourly, at a rate of R 750.00 per hour (subject to annual CPI increases).
    11. Call-Out fees not included in “this agreement”, will be billed, at a rate of R 750.00 (subject to annual CPI increases).
    12. After hours will be billed at time and a half and Sundays at double time;
    13. The cost of spare hardware, e.g., Telephone instruments not included in “this agreement” and materials required to maintain the hardware, including repair costs.
    14. Any alterations, attachments, features, upgrades and/or specific changes made to the solution after the signing of this Agreement may result in an additional Maintenance Fee / Service level requirement.
    15. DITRONICS reserves the right to subcontract the Maintenance Services to any third party, provided that its obligations to the CUSTOMER shall not in any way be diminished thereby and the non-performance or partial non-performance of a subcontractor shall not in any manner detract from or lessen the obligations of DITRONICS in terms of this Agreement. DITRONICS will require prior written permission from the CUSTOMER in order to subcontract Maintenance Services.
    16. DITRONICS shall remain responsible for any and all subcontracted Maintenance Services.
  18. STANDARD SEVERITY LEVELS
    1. Each Defect is assigned a Severity Level when the fault is reported, in accordance with the Severity levels set out in the table
    2. The Severity level becomes the priority that the Defect is given and will determine the nature of the Supplier response (i.e., the type of Fix)
  19. FAULT REPORTING PROCEDURE
    • To report a fault (Proposed Company) will contact the Supplier’s Customer Service Desk: By telephone on 086-086 4783 or by email to support@ditronics.co.za
    • Ditronics will require the following information from (Proposed Company):
    • Company name.
    • Office location or site address.
    • Office hours should a site visit be required
    • Company telephone number
    • The type of equipment or service interruption and a full description of the fault
    • An order number will be required if the equipment or the nature of the service is not covered by a Service Level Agreement.

    • Severity Level

      Typical Impact

      Response Time

      1 – Highest Priority

      Lines / Connectivity Issues, No Incoming or Outgoing calls possible

      PBX System down (a large percentage verses isolated users out)

      Call Centre Failure; more than 25% business interruption

      All Switchboard Operators down

      Major Voice degradation on incoming or outgoing traffic flow; more than 25% of calls\ Total Data / Internet failure

      15 Minute Response: From ticket logged (Telephonic or Email)

      30 Minute Remote Support (VPN / Telephonic)

      2 Hour On-Site if Required

       

      MTTR (Mean time to repair) 4 hours

      2 – High Priority

      PBX System Down (isolated users out) One of two or more Operators down Less than 25% Call Centre failure Minor Voice degradation; isolated calls Slow Data experience

      Partial Data interruption

      30 Minute Response: From Ticket Logged 1 Hour Remote Support

      4 Hour On-Site if Required

       

      MTTR (Mean time to repair) 8 hours

      3 – Normal Priority

      PBX or Connectivity Faults that are isolated or intermittent

      Alarm/s on the PBX System

      Addition of New Users; moves & changes

      1 Hour Response from Ticket Logged 8 Hour Remote Support

      16 Hour On-Site if Required

      4 – Routine Maintenance/ Site meetings

      Defect causes minor inconvenience. E.g., Intermitted faults

      1 Hours Response from Ticket Logged 16 Hour Remote Support

      32 Hour On-Site if Required
  20. NUMBERING AND PORTIING
    1. Where Ditronics allocates a geographic number range/s to a voice service provided pursuant to this agreement, the customer shall be obliged to use the number/s allocated in the geographic area to which it/they is/are allocated and may not be transferred between geographical regions as defined in the Numbering Regulations from time to time.
    2. EARLY TERMINATION
      1. The Customer acknowledges that this Agreement is for a fixed term of [Initial Fixed Period]. While the Customer has the right to port their number to another provider at any time in accordance with applicable regulations, porting the number away from the Ditronics network during the Initial Fixed Period or any subsequent renewal period will be deemed an early termination of this Agreement by the Customer.
      2. In the event of such early termination, the Customer shall be immediately liable for a reasonable cancellation fee. This fee will be calculated as the sum of all remaining monthly service fees due for the remainder of the fixed term. Ditronics reserves the right to demand and collect this cancellation fee in full upon the porting request being completed.”
    3. Any allocated or ported numbers are ceded to Ditronics ownership and shall only be allowed to be taken off Ditronics network by written permission of Ditronics, and Ditronics shall be under no obligation to transfer and cede these numbers to the Customer.
    4. Should Ditronics deem it reasonably necessary for any reason whatsoever to alter the telephone number or any other code or number which has been allocated to the customer for the equipment, it shall be entitled to do so on 30 days’ written notice to the customer.
    5. The customer acknowledges that Ditronics cannot present other licensed operator’s numbers as Calling Line Identification (CLI) on outbound voice calls, which is in line with local regulation.
    6. Ditronics assumes no liability for any losses incurred due to the customer’s publishing of its numbers.
    7. Based on local numbering plan regulations, Ditronics is obliged to recycle numbers to ensure efficient use of the limited numbers available. Numbers are placed in quarantine for a period of 90 days before going back into circulation.
    8. Should a customer experience sporadic incoming calls related to the previous owner of the number, Ditronics is under no obligation to change the number.

Handling your feedback and complaints:

Ditronics strives to ensure that you, the client, receive 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.

Providing feedback
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

Contact Us
If you’re dissatisfied with our service or would like to provide feedback, please contact Ditronics via the following details:

Telephone: 086-086 4783
Email: info@ditronics.co.za
Post: P.O. Box 2118, Westville, 3629

What will we do
When you call our office on the details listed or log a fault with our support desk on support@ditronics.co.za, or info@ditronics.co.za for complaints, we aim to resolve your issue or query in a timely manner; 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.

Progress updates
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.

Escalating complaints
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: complaints@icasa.org.za, address: 164 Katherine Street, Sandton, JHB