Complaints & Dispute Resolution
Effective date: 12 August 2026
We want you to be happy with our work. If something has gone wrong, we would like the chance to put it right. This page explains how to raise a complaint and how we handle disputes. It forms part of our Terms & Conditions.
1. How to raise a complaint
Please email info@pandapower.co.za with "Complaint" in the subject line, and include:
- your name and the email address on your account;
- what the complaint is about, with any relevant dates or reference numbers; and
- what outcome you are looking for.
2. How we handle it
- We will acknowledge your complaint within 2 business days.
- We will investigate and aim to resolve it within 10 business days, and will tell you if we need longer.
- We will keep you informed and let you know the outcome and our reasons.
3. If you are still not satisfied
If we cannot resolve your complaint between us, you can escalate it to the appropriate body:
- Payment or card issues — you may raise these with your bank, or with our payment provider, PayFast (Payfast by Network).
- Personal information / privacy — you may complain to the Information Regulator (South Africa); details are in our Privacy Policy.
- Consumer disputes — the National Consumer Commission or an applicable ombud, where your matter falls within its jurisdiction.
4. A note on utility billing disputes
Please note the difference between two things: a complaint about Panda's service (handled on this page), and a billing dispute with your municipality or utility. The dispute with the utility is a separate process between you and them; our role is to identify, quantify and document the over-charges, and — on your instruction — to support you or refer you to specialists or attorneys to pursue it.
5. Resolution and governing law
We will always try to resolve matters directly and in good faith before any formal step. These processes are governed by the laws of the Republic of South Africa.
6. Changes to this process
We may update this process from time to time; the latest version always appears on this page, with any material change communicated to affected subscribers.
7. Contact us
For any question about this process, contact us at info@pandapower.co.za.