Subject: Formal Complaint & Request for Compensation – Repeated Fibre Outages

Subject: Formal Complaint & Request for Compensation – Repeated Fibre Outages

Good day,

I write to lodge a formal complaint regarding the highly unsatisfactory and recurring interruptions to my fibre service.

Over the past few days, my connection was restored only briefly, but went down again as of yesterday morning — remaining offline the entire day. It came back on this morning. This marks the fourth occasion that this disruption has occurred.

The cause is clearly the ONT box (the PON light flashes) — indicating a problem on the network side (i.e., with Metrofibre or other upstream provider), not within the household. Your technician has confirmed this, yet the problem persists.

As you are no doubt aware, under the Consumer Protection Act 68 of 2008 (CPA), in particular section 54, I — as the consumer — have the right to expect that services undertaken for me are performed in a timely manner, with quality and reliability “that persons are generally entitled to expect.”

Additionally, the Independent Communications Authority of South Africa (ICASA), under the Electronic Communications Act 36 of 2005 (ECA), imposes on licensed providers (including RSAWEB) an obligation to maintain minimum quality-of-service standards and to ensure service reliability for end users.

Given this, I demand that you take immediate and permanent corrective action to resolve the recurring outage — so that such an unacceptable disruption does not happen again.

Furthermore, due to the repeated failures and the substantial inconvenience caused (including loss of productivity, disrupted work or other commitments), I formally request financial compensation — for example in the form of a credit on my account — in recognition that I have not received the uninterrupted, quality service I am entitled to under the law.

Please treat this matter as urgent: I expect a response within 7 calendar days, explaining:

1. What concrete steps you will take to permanently prevent further outages.

2. Whether you accept my request for compensation (and if so, on what basis and amount).

I trust you appreciate the seriousness of this recurring issue, and look forward to a swift and fair resolution.