Fibre To The Ground (FTTG)

Last updated: 8 January 2026

1. Purpose This Complaints & Dispute Resolution Policy sets out the process by which Fibre To The Ground (“FTTG”, “we”, “us”, “our”) receives, manages, and resolves customer complaints and disputes in a fair, transparent, and efficient manner. The objectives of this policy are to:

• Provide customers with a clear mechanism to raise concerns.
• Ensure complaints are handled objectively and timeously.
• Promote resolution at the lowest possible level.
• Comply with applicable South African consumer protection and regulatory requirements.

2. Scope of Application

This policy applies to:

• All FTTG customers and users.
• Complaints relating to services, billing, performance, support, or policy enforcement.
• Disputes arising from the Terms of Use or related policies This policy operates alongside the Terms of Use and other applicable FTTG policies.

3. Complaints Handling

Customers may submit complaints through FTTG’s official support channels, which may include:

• Email: info@fibrettg.co.za
• Telephone support: 0117621185
• Online customer portals or contact forms Complaints should include sufficient detail to allow proper investigation, such as account information, a description of the issue, and relevant dates or supporting information.

4. Resolution Process

Upon receipt of a complaint, FTTG will:

• Acknowledge receipt within a reasonable timeframe.
• Assess and investigate the complaint objectively.
• Request additional information where necessary.
• Respond with findings and proposed resolution FTTG will make reasonable efforts to resolve complaints promptly and fairly, taking into account the nature and complexity of the issue.

5. Timeframes

While resolution timeframes may vary depending on the nature of the complaint, FTTG aims to:

• Address routine complaints as quickly as reasonably possible.
• Keep customers informed of progress where investigations are ongoing.
• Escalate internally where initial resolution attempts are unsuccessful.

6. Internal Escalation

If a customer is dissatisfied with the initial response, the complaint may be escalated internally for further review by senior or specialised personnel. FTTG encourages customers to exhaust internal resolution processes before pursuing external remedies.

7. External Escalation and Dispute Resolution

If a complaint or dispute remains unresolved after internal processes have been completed, customers may escalate the matter to:

• Relevant regulatory authorities.
• Alternative dispute resolution mechanisms, where applicable.
• Courts of law within the Republic of South Africa Such escalation does not limit any rights afforded to customers under applicable legislation.

8. No Retaliation

FTTG will not discriminate against or penalise any customer for lodging a complaint in good faith. 9. Record Keeping FTTG maintains records of complaints and resolutions for:

• Quality improvement purposes.
• Regulatory compliance.
• Audit and reporting requirements.

10. Amendments

FTTG reserves the right to amend this Complaints & Dispute Resolution Policy from time to time. Updated versions will be published on the FTTG website and will take effect upon publication. Continued use of FTTG services constitutes acceptance of the updated policy.