Initial Complaint

Net1 prides itself on providing our customers with a high quality service. However, it is possible that things can sometimes go wrong. If this happens, we would ask that you contact our Support Department in the first instance. If possible they will resolve the complaint over the phone with you. You can contact them on 028 6638 1026 – option 4. They are available Monday to Friday 09:00 to 17:45. If you need to contact them outside of these hours, you can email them on support@net1.co.ni and a support team member will respond to your complaint when they are back on duty. The Support Team will raise a ticket for the complaint, a copy of which will be emailed to your registered email address.

Escalations

If your complaint is not resolved to your satisfaction by the Support Team, you can escalate the complaint by emailing accounts@net1.co.ni or by writing to

Complaints,
Net1 (NI) Ltd.,
The Granite Exchange,
5-6 Kildare St,
Newry,
Co. Down.
BT34 1DQ

Please ensure that you include your full name and address, your account number if you know it, a contact number at which the Complaints Team can reach you should they need further clarification from you and the details of the complaint.

The Complaints Team will review your complaint, gathering all necessary data and make a determination on it. They will then respond to you either by email or by letterpost with the outcome of their investigations. They will endeavour to provide you with a resolution within 10 working days however occasionally it might be necessary for them to extend that period (for example if the complaint is about an individual and they are on annual leave when the complaint comes in). If this situation arises, the Complaints Team will notify you of the potential delay at the earliest convenience and advise you of a revised estimated resolution date.

If the Complaints Team resolution is not to your satisfaction, you can follow up with Ofcom’s Alternative Dispute Resolution Scheme (contact detail below).

A copy of all correspondence will be retained by Net1 for at least one year following the end of the complaints process.

Refunds

In the event that the resolution process concludes with a determination that there is a payment refund due to the customer, this will be processed by the Net1 Accounts Department in line with the Terms and Conditions for your contract and will be refunded in the same manner in which it was paid to Net1. Any refunds due, will be processed by the Accounts Department within 10 working days of the completion of the complaints process.

Useful Information

Ofcom’s Alternative Dispute Resolution Scheme https://www.ombudsman-services.org/

Ofcom’s contact number 028-9041-7500