At Digidentity, we strive to provide the best services to our customers. If you are dissatisfied with our services, please reach out to us at: helpdesk@digidentity.com.
Complaint Process
- We handle all complaints via email. If you have a complaint, please send an email to our Service Desk. A Service Desk agent will respond to your complaint within 14 working days of receipt. Please note that we cannot address complaints over the telephone.
- If the Service Desk is unable to assist you in resolving your complaint, you may request that the Service Desk agent escalate the issue to a 2nd Line Agent or a Quality Assurance Representative. The 2nd Line Agent or Quality Assurance Representative will respond to your complaint within 14 business days of receipt.
- If the 2nd Line Agent or Quality Assurance Representative is unable to resolve your complaint, you can request them to escalate the issue to the Service Delivery Manager. The Service Delivery Manager will address your complaint via email. The Service Delivery Manager will:
(a) confirm receipt of your complaint as soon as possible;
(b) may request additional information and/or documentation, and will confirm receipt of such information via email;
(c) respond to your complaint within 30 days after receiving all necessary information.
Contact Details
You can reach the Service Desk by email at: helpdesk@digidentity.com