FTTH Installation Standards

If you years ago, I got Internet Fiber installed at my home. Unfortunately the FTTH was installed while I was at work. Some months later while working in the Garden I realised that the cable had been laid very shallow into the ground, (5-7cm). I tried reaching out to Vumatel, to no avail. 2 Months ago a broke this cable. After it was repaired, I logged a call for reinstallation of the FTTH to an acceptable and safe depth. The Business's call centre is poorly resourced (calls go unanswered, or are answered after length periods, and options for call backs go unreturned). I am now preparing to lodge a complainant with ICASA.