1. How to submit a complaint

Send the complaint to helpdesk@g-yeza.co.za. Use a clear subject such as COMPLAINT – ORDER [NUMBER].

A complaint may also be started through WhatsApp on +27 66 206 1458, but G-YEZA may ask for the information and supporting documents by email so that a complete record can be kept.

2. Information to include

• full name and contact details;
• order, invoice, quotation, return or support reference;
• a clear chronological description of the issue;
• the outcome requested;
• photographs, emails, delivery records or other relevant evidence;
• any steps already taken to resolve the matter.

Do not send passwords, one-time PINs or complete card details.

3. Internal complaint process

1. G-YEZA records the complaint and assigns it to a team member.
2. The assigned person reviews the order, communication, payment, delivery, technical and return records relevant to the complaint.
3. Additional information or a product inspection may be requested where reasonably necessary.
4. G-YEZA communicates a proposed resolution or progress update as soon as reasonably practicable.
5. The decision and outcome are recorded before the complaint is closed.

No permanent individual complaints officer has been appointed. The support team handles complaints collectively, but a responsible team member should be assigned to each matter.

4. Possible outcomes

Depending on the facts and applicable law, an outcome may include:

• information or an explanation;
• technical assistance;
• delivery correction or completion;
• repair, replacement, exchange or refund;
• credit or another agreed commercial resolution;
• declining a claim with written reasons;
• referral to a distributor, manufacturer, payment provider or authorised repair agent.

5. Internal escalation

If the support response does not resolve the complaint, send the complete history and reference number to info@g-yeza.co.za and request management review.

Formal legal notices must be sent to legal@g-yeza.co.za and the physical address stated in the Online Store Terms.

6. Privacy complaints

Privacy requests and complaints should be sent to the Information Officer, Kerisha Moodley, at kerisha@g-yeza.co.za.

If the matter remains unresolved, a data subject may use the Information Regulator’s official POPIA complaint process.

7. PAIA requests and complaints

Requests for access to records must follow the procedure in G-YEZA’s PAIA Manual.

A requester dissatisfied with a PAIA decision of a private body may lodge a complaint with the Information Regulator or approach a court in accordance with PAIA.

8. External escalation

Customers should normally give G-YEZA a reasonable opportunity to resolve the complaint internally before approaching an external body.

Depending on jurisdiction and the nature of the dispute, external channels may include:

• the Consumer Goods and Services Ombud;
• the National Consumer Commission;
• the Information Regulator for POPIA or PAIA matters;
• a provincial consumer protection authority or tribunal;
• a court with jurisdiction.

Reference to an external body does not represent that G-YEZA is currently registered with, accredited by or subscribed to that body unless separately confirmed.

9. Complaint records and fair conduct

G-YEZA may retain complaint records, evidence, decisions and remedies for legal, audit, quality-control and recurring-issue analysis.

Customers and staff must communicate honestly and respectfully. G-YEZA may limit abusive communications while preserving a reasonable channel for a legitimate complaint.