Any person or organisation may lodge a complaint about any aspect of our products, services and operations.

To lodge a complaint, please contact us through any of the following methods:

You can contact the Manager where the service was rendered.

• Call the Contact Centre on 080 133 1130 or
• Email us at complaints@ithala.co.za or
• Fax us on 031-9075685 or
• Write to us at 29 Canal Quay Road, Point Waterfront, Durban 4069

To lodge a complaint, please contact us through any of the following methods:

• Full details of complainant (name, surname, company name, postal address, telephone number, fax, email address)
• The department name and nature of the incident or complaint
• The customer’s expected outcome
• The details of the complaint

Once a complaint has been lodged:

The time frame to resolve the complaint in accordance with the Ithala customer care standards, is five working days from date of receipt.

Where a complaint cannot be resolved within the prescribed time frame, the customer will be notified within three working days and be informed of planned action.

If the customer is not satisfied with the outcome from Ithala, then he/she may approach the Service Ombudsmen or FAIS Ombudsmen for the resolution of disputes.

Report & Resolve

• Conatct us on : 080 933 9330
• Email us at: talkous@ithala.co.za