Complaint Resolution Policy

Effective date: 30 July 2026

Kasi Mall is committed to resolving customer and vendor complaints fairly, promptly and transparently.

Submitting a complaint

Complaints may be submitted through the Contact Us page or by emailing support@kasi-mall.co.za.

Resolution process

1. The complaint is received and acknowledged.
2. Kasi Mall investigates the available information.
3. A response may be requested from the vendor or customer.
4. A decision or proposed resolution is communicated.
5. The agreed or authorised resolution is implemented.

Expected timeframes

• Acknowledgement: generally within two business days.
• Investigation: generally within ten business days.
• Complex cases may require additional time.

Escalation

Where a complaint cannot be resolved internally, the parties may seek assistance from appropriate South African consumer-protection, regulatory or dispute-resolution bodies.