1. GENERAL COMPLAINTS PROCEDURE
1.1 This Procedure applies to all Complaints other than Billing Disputes, which are dealt with in terms of the Billing Dispute Procedure set out below.
1.2 If you have a complaint you should direct a formal complaint to
1.3 The complaint is required to be accompanied by the following:
1.3.1 your full particulars and contact details;
1.3.2 your relationship with us, together with any customer reference numbers or details which may be applicable;
1.3.3 a statement of the reasons for the complaint, with enough detail to allow Adnotes to assess these; and
1.3.4 any relevant evidence or documentation you wish to submit in support of the complaint.
We undertake to:
2.1 acknowledge receipt of the complaint within three business days of the complaint and allocate a reference number; and
2.2 determine an outcome for the complaint and communicate this to you in writing within 14 (fourteen) business days of receipt of the complaint.
3. BILLING DISPUTES PROCEDURE
3.1 Billing enquiries should be directed to:
3.2 You expressly acknowledge and agree that:
3.2.1 any charge recorded on an invoice which is not submitted in accordance with this procedure is payable in full to us by the due date of that invoice;
3.2.2 an amount that is not in dispute (Undisputed Amount) cannot be withheld for any reason, including without limitation when that amount is on an invoice together with an amount that is in dispute (Disputed Amount);
3.2.3 the billing disputes procedure is only triggered when we receive a billing dispute, and it is only after this that you may withhold payments of the Disputed Amount; and
3.2.4 billing enquiries and requests for information are not considered to be billing disputes and do not trigger this billing disputes procedure. Billing enquiries should be directed to
3.2.5 we will not entertain any billing dispute based on unauthorized use of the services or on unauthorized use of the services by a third party, as it is your responsibility to safeguard access to the services.
3.2.6 you agree to allow us fourteen business days to attempt settlement of any billing dispute before raising a dispute with any third party.
4. WITHHOLDING THE DISPUTED AMOUNT
You may only withhold payment of a Disputed Amount where we receive a valid billing dispute notice at least 5 (five) business days prior to the due date on the relevant invoice.
5. INITIATING BILLING DISPUTES
5.1 A billing dispute notice may be lodged within 30 (thirty) days from the date of the relevant invoice.
5.2 You should direct a billing dispute notice to
5.3 The billing dispute notice must be accompanied by the following:
5.3.1 your full particulars and contact details;
5.3.2 your relationship with us, together with any customer reference numbers or details which may be applicable;
5.3.3 invoice number and date;
5.3.4 the Disputed Amount;
5.3.5 the Undisputed Amount;
5.3.6 a statement of the reasons for the billing dispute, with enough detail to allow us to assess these; and
5.3.7 any relevant evidence or documentation you may wish to submit in support of the billing dispute.
6. RESPONSE TO BILLING DISPUTE NOTICE
6.1 We will acknowledge receipt of the billing dispute notice within 3 (three) business days and allocate a reference number.
6.2 We will respond with our determination to the billing dispute notice within 14 (fourteen) business days following receipt of the billing dispute notice.
6.3 We may request additional information or documentation from you. You must provide such information or documentation as soon as possible, and the running of the 14 (fourteen) business day period will be suspended until the requested information or documentation has been received by us.
6.4 We will assess the billing dispute and send its response (and reasons for such determination) to you.