This Dispute Resolution page explains how we handle complaints and disputes concerning WPPBX services or the conduct of a WPPBX Partner or Customer. It is intended to provide a clear, fair and proportionate route for every party involved, while preserving statutory consumer rights and the jurisdiction of competent regulators.
“WPPBX” refers to the legal entity identified in section 1 of our Privacy Policy, where the full registered name, registration number and registered address are set out.
1. Our Principles
1.1 Our approach rests on four principles:
- Fairness, both sides are heard before a conclusion is reached;
- Speed, we target acknowledgement of a complaint within two (2) business days and an initial outcome within fifteen (15) business days of receiving the necessary information;
- Confidentiality, details are not published without the parties’ consent;
- No detriment, raising a legitimate complaint will not jeopardise your account, partnership or relationship with WPPBX.
2. Scope of this Process
2.1 This process applies to disputes concerning:
- Service quality, outages or billing of WPPBX-provided services;
- Conduct by a WPPBX Partner or a WPPBX Customer in connection with WPPBX services;
- Alleged breaches of the Acceptable Use Policy, the Commercial Terms of Service, the Reseller Policy of Service, the Tenant Policy, the Privacy Policy or the Non-User Privacy Policy.
2.2 Disputes between a Partner and its end customer that do not involve WPPBX services are not covered by this process and should be handled under the contract between those parties.
3. Step 1, Raise with the Counterparty
3.1 If your dispute is with a Partner or Customer, raise it with that party in the first instance and allow a reasonable time for a response. Many disputes are resolved quickly at this stage.
3.2 If your dispute is with WPPBX (for example, a billing question or a service-quality concern), contact our support team at [email protected]. Support will attempt to resolve the matter directly.
4. Step 2, Escalate to WPPBX
4.1 If the matter remains unresolved after ten (10) business days, or sooner if a Partner has not responded, email [email protected] with:
- The name of the Partner or the WPPBX service the dispute concerns;
- A concise account of the issue, with dates and reference numbers;
- The outcome you are seeking;
- Any evidence you have (screenshots, receipts, correspondence).
4.2 We will acknowledge within two (2) business days, investigate, and respond with our position and proposed outcome within fifteen (15) business days of receiving the necessary information. Complex matters may take longer, in which case we will keep you updated.
5. Step 3, Appeal and Mediation
5.1 Either party may request a second-level review by a senior member of the WPPBX team within ten (10) business days of the initial outcome. The senior reviewer will not have been involved in the original decision.
5.2 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 the parties’ request. Each party pays its own mediation costs unless the mediator directs otherwise.
6. Step 4, Binding Arbitration (Commercial Disputes Only)
6.1 Commercial disputes that cannot be resolved under the preceding steps 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.
6.2 Arbitration applies to commercial (business-to-business) disputes between WPPBX and a Partner, or WPPBX and a direct business Customer. Disputes involving a consumer are not subject to mandatory arbitration.
7. Consumer Rights and Regulator Routes
7.1 Nothing on 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.
7.2 You retain the right, at any stage, to refer a dispute to the competent regulator or consumer ombudsman in your jurisdiction, including:
- In South Africa: the National Consumer Commission, the Information Regulator (for data-protection matters), and the Independent Communications Authority of South Africa (for telecommunications matters);
- In the European Union: your national Data Protection Authority and the relevant consumer-protection body;
- In the United Kingdom: the Information Commissioner’s Office and the relevant communications-sector ombudsman.
8. Records and Confidentiality
8.1 We keep a record of complaints and their outcomes for internal quality assurance, for regulator reporting and for a reasonable period afterwards for audit purposes. Records are handled in accordance with the Privacy Policy.
8.2 We do not publish the names of complainants or specific case details without consent, save where required by law or a binding order.
9. How to Reach Us
9.1 First-line support: [email protected].
Escalated disputes: [email protected].
Privacy complaints: [email protected].
Abuse reports: [email protected].
9.2 You may also write to us by post at the registered address of WPPBX Pty Ltd published on the Companies and Intellectual Property Commission (CIPC) record, Republic of South Africa.