Complaints procedure

Last updated: 12 November 2026

We want to get things right. If you are unhappy with our service, please tell us, and we will deal with your complaint fairly and quickly. Complaining will not affect the way we treat you or your case.

1. How to complain

Contact Shan:

in your portal, by sending a message marked "Complaint";
by WhatsApp or phone on 081 484 4964;
by email to optimizeenergy@outlook.com.

Please tell us your name, your case reference if you have one, what went wrong, and what you would like us to do. If you have documents or screenshots, please include them. If you need help putting your complaint in writing, tell us and we will help.

2. What happens next

Acknowledgement. We will confirm that we have received your complaint within 2 business days.
Investigation. We will look at your case file, messages and any other records, and we may contact you for more information.
Answer. We will give you a written answer within 10 business days. If the matter is complex, we will tell you why we need more time, and we will answer within 20 business days.
Putting it right. If we got something wrong, we will tell you what we will do about it, for example by redoing work, correcting a record or refunding fees under our terms of service.

3. If you are not satisfied with our answer

You may ask for your complaint to be reviewed by [to be confirmed: name of owner or director]. Send your request to the same contact details, within 20 business days of our answer. We will reply within 10 business days.

4. Where else you can go

You do not have to accept our answer. Depending on your complaint, you may also approach:

The Information Regulator, for complaints about how we handle your personal information: https://inforegulator.org.za, POPIAComplaints@inforegulator.org.za, 010 023 5200.
The Consumer Goods and Services Ombud, where it has jurisdiction over our service: https://www.cgso.org.za.
The National Consumer Commission: https://thencc.org.za.
The Gauteng provincial consumer protection office or consumer court, for consumer complaints in Gauteng.
The Small Claims Court, for claims within its limit, or another court with jurisdiction.

5. Complaints about the municipality

If your complaint is about a decision or action of the municipality itself, rather than about our service, the municipality's own complaint, dispute and appeal procedures apply. As part of your case, we can help you use them.

6. Records

We keep a record of every complaint and how it was resolved, as part of your case record, for the period set out in our privacy policy.

1. How to complain

Contact Shan:

in your portal, by sending a message marked "Complaint";

by WhatsApp or phone on 081 484 4964;

by email to optimizeenergy@outlook.com.

2. What happens next

Acknowledgement. We will confirm that we have received your complaint within 2 business days.

Investigation. We will look at your case file, messages and any other records, and we may contact you for more information.

Answer. We will give you a written answer within 10 business days. If the matter is complex, we will tell you why we need more time, and we will answer within 20 business days.

Putting it right. If we got something wrong, we will tell you what we will do about it, for example by redoing work, correcting a record or refunding fees under our terms of service.

4. Where else you can go

You do not have to accept our answer. Depending on your complaint, you may also approach:

The Information Regulator, for complaints about how we handle your personal information: https://inforegulator.org.za, POPIAComplaints@inforegulator.org.za, 010 023 5200.

The Consumer Goods and Services Ombud, where it has jurisdiction over our service: https://www.cgso.org.za.

The National Consumer Commission: https://thencc.org.za.

The Gauteng provincial consumer protection office or consumer court, for consumer complaints in Gauteng.

The Small Claims Court, for claims within its limit, or another court with jurisdiction.