Complaints Procedure

MDS Networx aims to resolve customer complaints fairly, reasonably and promptly.

1. Contact MDS Networx first

Please send your complaint to info@mdsnetworx.co.za or use the customer support options on this website. Please include your name, contact details, account or service details where applicable, a clear description of the problem and any relevant reference numbers.

2. Investigation and response

MDS Networx will review the complaint and make reasonable efforts to investigate and resolve it. We may request additional information where necessary. Where appropriate, we will communicate the outcome and any proposed remedial action.

3. Unresolved complaints

If you are not satisfied after trying to resolve the matter directly with MDS Networx, and MDS Networx is an ISPA member at the relevant time, you may use ISPA’s mediation process. ISPA requires consumers to first try to resolve the problem with the ISP.

View ISPA’s mediation process

4. Spam complaints

Complaints about unsolicited electronic communications originating from MDS Networx services may be sent to info@mdsnetworx.co.za. We will assess such complaints and take appropriate action.

5. Good faith

Complaints should be made honestly and in good faith. MDS Networx may decline to act on complaints that are frivolous, unreasonable, vexatious or made in bad faith.

6. Contact

Email: info@mdsnetworx.co.za
Telephone: 087 188 6717