Formal Complaints Procedure for Dissatisfied Clients
At Cyber Ted, we are dedicated to delivering exceptional service and ensuring a positive experience for all clients. We value your feedback and are committed to addressing any concerns promptly and fairly. Our formal complaints procedure provides a clear and transparent process for resolving issues.
Step 1: Submission of Complaint
- How to Submit a Complaint
Clients can submit complaints through the following method:- Email: Send your complaint to support@cyberted.co.za.
- Information to Include
To help us address your complaint efficiently, please provide:- Your full name and contact details.
- Details of the course, service, or issue.
- A clear description of the problem and any supporting evidence (e.g., screenshots, receipts).
- Any previous communication regarding the issue.
Step 2: Acknowledgment of Complaint
- Upon receiving your complaint, we will acknowledge receipt within 2 business days.
- A reference number will be provided for tracking purposes.
Step 3: Investigation
- Review
- Your complaint will be assigned to a member of our team who is independent of the issue to ensure an unbiased review.
- We may contact you for additional information or clarification if required.
- Timeline
- The investigation will be completed within 7 business days of acknowledgment.
- If additional time is required, we will inform you of the revised timeline.
Step 4: Resolution
- Response
- Once the investigation is complete, we will provide you with a formal response detailing the findings and proposed resolution.
- Resolutions may include refunds, replacements, course adjustments, or other corrective actions as appropriate.
- Escalation
- If you are dissatisfied with the outcome, you may request a review by our senior management.
- Senior management will conduct a further review and respond within 5 business days.
Step 5: Record Keeping
- All complaints and resolutions are documented and stored securely for future reference.
- Insights from complaints are used to improve our services and prevent recurring issues.
Contact Information
For complaints or inquiries, please reach out to us at:
- Email: support@cyberted.co.za
At Cyber Ted, your satisfaction is our priority. We appreciate your feedback and are committed to resolving complaints in a professional, respectful, and timely manner.