Complaints & escalation
How to raise a complaint, and where to take it if we haven't resolved it fairly.
Raising a complaint with us
Start the same way as any other query: WhatsApp, call or email us with your account or order reference and what's gone wrong. Most issues — billing queries, a fault that wasn't logged properly, a return that's stalled — are sorted out directly by the person you reach. If it needs a closer look, we'll come back to you rather than leave it open.
If we haven't resolved it
Fibre Boyz is a member of the Internet Service Providers' Association of South Africa (ISPA) and bound by its Code of Conduct, which covers exactly this: how ISPs handle consumer complaints. If you feel we haven't resolved yours fairly, ISPA offers a structured mediation process to help both sides reach a fair outcome, with a formal independent adjudication process available where needed.
You can read about that process and how to start it on ISPA's Consumer Support page.
Returns and warranty disputes
A dispute over a return or warranty claim follows the same Consumer Protection Act rights described in Billing & accounts and our Returns & warranty terms — those rights sit alongside, and are never replaced by, anything above.
Still need help?
This guide covers the common cases — for anything account-specific, reach us directly.
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