Complaints and Takedown Procedure

1. Purpose

This procedure explains how oNgoti Tech Solutions receives, records, assesses, escalates and resolves customer complaints, abuse reports and takedown notices.

2. Complaints channels

Customer complaints should be sent to complaints@ongotitech.co.za. Abuse and unlawful content reports should be sent to abuse@ongotitech.co.za. Privacy-related complaints should be sent to privacy@ongotitech.co.za. Lawful process and formal legal notices should be sent to legal@ongotitech.co.za.

3. Complaint information required

The complainant should provide their name, contact details, affected service, description of the issue, dates and times, supporting evidence, reference numbers and the outcome requested.

4. Complaints handling process

The company will acknowledge receipt where contact details are provided, allocate a reference number, assess the complaint, request further information if necessary, investigate the matter, record actions taken and communicate an outcome where appropriate.

5. Takedown and unlawful content process

Where a takedown notice or unlawful content report is received, the company will assess whether the notice contains sufficient information, identify the affected service or content, consider the legal and contractual basis, preserve appropriate records, and take proportionate action such as removal, disabling access, notification, suspension or escalation.

6. Emergency action

Where the company reasonably believes that continued access to content or service activity may cause harm, legal exposure, security compromise or network abuse, it may take urgent interim action while the matter is being assessed.

7. Record keeping

The company will maintain a complaints register, abuse and takedown register, incident register and lawful request register for audit and compliance purposes.

8. Escalation

Unresolved complaints may be escalated internally to the Compliance Officer or Managing Director. Customers may also follow the applicable ISPA complaints process where relevant.