Agile Solutions Provider

Complaints Procedure

1. General Complaints Procedure

This procedure applies to all complaints except billing disputes, which are handled separately below.

If you have a complaint, direct it formally to complaints@agilesp.co.za

Required Information

  • Full particulars and contact details
  • Your relationship with the company and any customer reference numbers
  • A detailed statement explaining the reasons for the complaint
  • Any relevant evidence or supporting documentation

Company Commitments

Agile Solutions Provider undertakes to:

  • Acknowledge receipt within three business days and assign a reference number
  • Provide a written outcome determination within fourteen business days of receipt

2. Billing Disputes Procedure

Direct billing enquiries to accounts@agilesp.co.za

Key Agreement Points

  • All charges on invoices must be paid by the due date unless submitted per this procedure
  • Undisputed amounts cannot be withheld, even if included on an invoice with disputed charges
  • The procedure only triggers upon receipt of a valid billing dispute notice
  • Billing enquiries alone do not constitute disputes and do not trigger this procedure
  • Disputes based on unauthorised service use are not entertained
  • You must allow fourteen business days for settlement before escalating to third parties

3. Withholding the Disputed Amount

Payment of disputed amounts may only be withheld if a valid billing dispute notice is received at least five business days before the invoice due date.

4. Initiating Billing Disputes

Billing dispute notices must be lodged within thirty days from the invoice date and sent to accounts@agilesp.co.za

Required Information

  • Full particulars and contact details
  • Customer relationship and reference numbers
  • Invoice number and date
  • Disputed and undisputed amounts
  • Detailed reasons for the dispute
  • Supporting evidence or documentation

5. Response to Billing Dispute Notice

  • Acknowledgment within three business days with a reference number
  • Determination response within fourteen business days of receipt
  • The company may request additional information; the fourteen-day period pauses until received
  • A written response with reasons will be provided