Last updated: 8 November 2026
If something is not right, we want to know so we can fix it. This is how to raise a complaint and what happens next.
How to complain
- Email info@icodeai.co.za with "Complaint" in the subject line.
- Clients can also use the Get help tab in their dashboard.
- Or WhatsApp us on +27 76 754 6115.
Tell us who you are, what happened and when, and what you would like us to do. Include anything that helps, such as screenshots, invoices or emails.
What happens next
- We acknowledge your complaint within 2 business days and give you a reference number.
- A person reviews it. Complaints are never handled by an AI assistant alone.
- We aim to resolve it within 10 business days. If it needs longer, we tell you why and update you at least every 5 business days.
- We tell you the outcome in writing: what we found, what we will do, and by when.
If you are not happy with the outcome
Reply and ask for a review by a director of the company. We reply within 10 business days. If your complaint is about a client agreement, the agreement's dispute steps then apply: negotiation, mediation, and then the courts.
Help from outside
You can contact these bodies at any time, though we would appreciate the chance to put things right first:
- Personal information and privacy: the Information Regulator, at POPIAComplaints@inforegulator.org.za or inforegulator.org.za. In the UK you can complain to the ICO, and in the EU to your local data protection authority.
- Consumer rights, if the Consumer Protection Act applies to you: the Consumer Goods and Services Ombud (cgso.org.za) or the National Consumer Commission (thencc.org.za).
Records
We keep a record of each complaint, what we did and the outcome for up to 3 years after it is closed, so we can learn from it and show how it was handled.