In short. Tell us about the problem however suits you. We give you a reference and reply within 1 working day (Monday to Friday, except public holidays in Uganda). We aim to resolve it within 7 days. Within 14 days of receiving your complaint we give you our final answer in writing, or, if it needs longer (for example because Starlink must act), we tell you why and when to expect it. If you are still not satisfied, you can take it to the Uganda Communications Commission, the Personal Data Protection Office or the courts. Complaining is free and never affects your service.
1. How to complain
- WhatsApp: +256 705 993 348 — WhatsApp support is available seven days a week
- Phone: +256 705 993 348
- E-mail: info@dishnetafrica.com, with "Complaint" in the subject
- In person or by letter: 4th floor, Acacia Mall, 14-18 Cooper Road, office TT06, Kampala. Open Monday to Saturday, 8:30am to 6:00pm EAT
Tell us your name or account, what happened and when, and what you would like us to do. Include any invoice, receipt, photo or message that helps. You can ask someone to complain on your behalf; we will ask you to confirm that they may.
2. How we handle it
- Reference. We acknowledge your complaint within 1 working day and give you a reference number.
- Investigation. A member of staff who can act on it looks into it, and keeps you updated.
- Resolution. We aim to resolve complaints within 7 days. Within 14 days, we give you our final answer in writing: what we found, what we will do, and where you can go if you are not satisfied. If a complaint needs longer, for example because Starlink or another supplier must act, we tell you why and when to expect an answer.
- Review. If you are unhappy with how your complaint is being handled, ask for it to be reviewed by a manager.
Working days are Monday to Friday, except public holidays in Uganda.
3. Billing disputes
If you dispute a bill, tell us which part and why. While we investigate, we do not pause your service over the amount you dispute, as long as you pay the rest. If we find a mistake, we correct it and refund you, or credit your account if you prefer.
4. If you are not satisfied
- Internet and communications services: you can take your complaint to the Uganda Communications Commission (UCC), which handles complaints that a service provider has not resolved. You can go to UCC if you are not satisfied with our final answer, if we have not given you one within 14 days, or if you cannot reach us. Complaining to UCC is free. Its toll-free line is 0800 222 777, and its other contact details are at ucc.co.ug.
- Your personal information: you can complain to the Personal Data Protection Office (pdpo.go.ug).
- Courts: you can also take a dispute to the courts of Uganda, or ask us to try mediation with you first.
Using our complaints process does not take away any of these options, or any other right the law gives you.
5. Records and fair treatment
We keep a record of every complaint and how it was resolved, so that we can learn from it and show a regulator how it was handled. We never treat you differently because you complained.