1. Principles
Our approach to disputes rests on four principles: fairness (both sides are heard), speed (we target acknowledgement within 2 business days and initial outcome within 15), confidentiality (details are not published without consent) and no detriment (raising a legitimate complaint will not jeopardise your account, partnership or relationship with WPPBX).
2. What this process covers
This process applies to disputes concerning:
- Service quality, outages or billing of WPPBX-provided services;
- Conduct by a WPPBX-certified partner or a WPPBX-onboarded customer, in connection with WPPBX services;
- Lead attribution between multiple partners who each claim the same customer;
- Alleged breaches of these terms, the Usage Policy or the Privacy Policy.
It does not replace any mandatory statutory dispute process under consumer law.
3. Step-by-step process
- Raise it with the counterparty first. If the dispute is with a partner, contact the partner directly. If the dispute is with WPPBX, contact [email protected].
- Escalate to WPPBX. If the matter remains unresolved after 10 business days, or sooner if a partner has not responded, email [email protected] with the details, evidence and outcome you are seeking.
- Acknowledgement. We acknowledge receipt within 2 business days.
- Investigation. We will contact the counterparty, gather relevant evidence including system logs (subject to privacy law), and deliver an initial outcome within 15 business days where possible.
- Outcome. Outcomes may include correcting billing, reinstating service, re-attributing a lead, requiring a partner to take corrective action or, in severe cases, suspending or terminating the partner or customer relationship.
- Appeal. Either side may request a second-level review by a senior member of the WPPBX team within 10 business days of the initial outcome.
4. Informal mediation
For commercial disputes of material value we encourage informal mediation before formal action. WPPBX can recommend an independent mediator or an industry dispute-resolution body at your request. Each party pays its own mediation costs unless the mediator directs otherwise.
5. Binding arbitration
Commercial disputes that cannot be resolved under Sections 3 and 4 may, at the election of either party and subject to applicable law, be referred to binding arbitration seated in Johannesburg, South Africa, under the rules of the Arbitration Foundation of Southern Africa (AFSA), with a single arbitrator appointed by AFSA. Arbitration is confidential. The arbitrator’s award is final and enforceable in any court of competent jurisdiction.
6. Consumer-law protections
Nothing in this page limits any rights you may have as a consumer under the Consumer Protection Act (South Africa), the Consumer Rights Act (United Kingdom) or equivalent mandatory law in your country of residence. You retain the right to refer a dispute to the competent regulator or consumer ombudsman in your jurisdiction.
7. How to raise a dispute
Email [email protected] with:
- Your name and contact details;
- The partner or WPPBX service the dispute concerns;
- A timeline of events and any supporting evidence (screenshots, invoices, message copies);
- The outcome you are seeking.
You can also write to us by post at the address published in our Commercial Terms.