How to Lodge a Complaint

Email us at complaints@goconnect.co.za. To help us assess and resolve your complaint as quickly as possible, please include:

• Your full name and contact details
• Your Go Connect account/customer reference, or any relevant support ticket number
• A clear description of the issue, with enough detail for us to properly assess it
• Any supporting documents or evidence relevant to your complaint

What to Expect From Us

• Acknowledgement within 48 hours — we'll confirm receipt and give you a reference number for your complaint.
• Resolution within 14 days (business days, excluding public holidays) of receiving your complaint.
• Billing complaints: while we investigate a disputed charge, we won't suspend or disconnect your service, or apply late fees, on the disputed portion. Please continue paying any amount that isn't in dispute.

Not Happy With the Outcome?

If you disagree with how we've resolved your complaint, or we haven't responded within the timelines above, you can escalate the matter to ICASA at www.icasa.org.za. Please note that complaints must first go through the Go Connect process above before being escalated.