Legal
1.1. Oxygn ISP (Pty) Ltd (“Oxygn”) is committed to providing reliable service and resolving any concerns fairly, promptly and without fuss. This policy explains how to raise a complaint, what you can expect from us, and how to escalate a complaint if it is not resolved to your satisfaction.
1.2. This policy applies to all Oxygn customers and forms part of your agreement with Oxygn, alongside our Terms and Conditions, Acceptable Use Policy and Privacy Policy.
1.3. A “complaint” is any expression of dissatisfaction with the Oxygn Service or with Oxygn, where you are seeking a response or resolution.
2.1. Complaints must be submitted by email to hello@oxygn.co.za. Please use “Complaint” in the subject line so we can identify and prioritise it.
2.2. To help us resolve your complaint quickly, please include: your name and Customer Code or service address; the nature of the complaint; any relevant dates, reference numbers or supporting information; and the outcome you are seeking.
2.3. A single Oxygn team handles all complaints. You do not need to navigate departments — once your complaint is received, we take ownership of it through to resolution.
3.1. We will acknowledge your complaint within 3 (three) business days of receiving it, confirming that it is being dealt with.
3.2. We aim to resolve complaints within 21 (twenty-one) days of acknowledgement.
3.3. Where a complaint depends on a third party — such as a Network Operator — some matters may take longer than we would like. Where this is the case, we will tell you, explain why, and give you a revised expected timeframe. We will keep you informed until the matter is resolved.
3.4. We will communicate with you in plain language and treat your complaint, and you, with courtesy and respect.
4.1. If we are unable to resolve your complaint within the timeframes above, or if you are not satisfied with the outcome, we will tell you and explain the options available to you.
4.2. As a licensed electronic communications service provider, Oxygn falls under the oversight of the relevant regulatory authority. If your complaint remains unresolved, you have the right to escalate it to that authority.
4.3. Escalating a complaint in this way does not affect any other rights you may have in law, including under the Consumer Protection Act, 2008, where applicable.
5.1. This policy deals with service complaints. Formal contractual disputes between you and Oxygn are governed by the dispute-resolution provisions of our Terms and Conditions, which provide for good-faith negotiation and, where necessary, arbitration in accordance with the rules of the Arbitration Foundation of Southern Africa (AFSA).
5.2. Nothing in this policy limits your rights, or ours, under the Terms and Conditions or applicable law.
6.1. Complaints: hello@oxygn.co.za (subject line “Complaint”).
6.2. General enquiries: hello@oxygn.co.za · 032 815 0400 / 087 688 1143 · WhatsApp 079 952 6013.