Complaints Handling Policy (Escalation Procedures)

Our Customer Support team will attempt to resolve all enquiries at the first point of contact.

If a policy or technical issue cannot be immediately resolved, we will provide you with a realistic time expectation of when the issue will be resolved.

Where an enquiry or technical issue has to be escalated to other departments, a case file will be raised, and the case will not be closed until you have been notified of the outcome.

Where an issue has not been resolved to your satisfaction, you may request for this issue to be escalated to our Operations Manager who will review the issue as a priority. Our Customer Support staff will inform you of the outcome.

Due to reliance of various up line providers around the world, it is not always possible to provide you with the exact time frame of when certain issues will be resolved. In these circumstances, our Customer Support staff will provide you with an estimated time of resolution, while providing ongoing updates until the final outcome.

Whenever a case has been escalated, we will endeavor to provide you with follow up responses within 24 hours, however such responses may take up to 72 hours to follow up when issue occurs across weekends and public holidays.

If at any time you require an update on any escalated complaint, please feel free to contact us. If you have been assigned a case file reference, please provide us with your case file reference when calling.

Our Support staffs at Instra strive to provide you with quality service, and we will use all reasonable means to resolve any outstanding issues in the most efficient and timely manner.