Escalation Procedure & Complaints

What to do when our service desk can't help you
Please note that TENET does not provide services or support directly to students, nor does it act as a general ombudsman for the further education or higher education sectors. The procedure below only applies to services directly provided by TENET to beneficiary institutions. Students wishing to lodge complaints about their institutions of study should follow the appropriate channels within their institution. Those wishing to enquire about funding should contact NSFAS. Further assistance may be obtained from the Department of Higher Education and Training (DHET) call centre on 0800 872 222 or rpaartcigt@swti.vdk.op.

For Beneficiary Institutions

First Level Operational Support

All problems should be reported to our Service Desk in the first instance. You can contact us on a 24/7 basis by phoning +27 21 763 7147 or during business hours by emailing

Escalations during business hours

During business hours, queries or issues related to the SANReN network or other services TENET provides can be escalated by your designated institutional contact through each of the following levels using the contact details that are shared from time to time:

Level 1:

Service Support Manager

Level 2

Service Delivery Manager

Level 3:

Chief Executive Officer

When escalating an issue, please provide as much information as possible to assist in investigating. This should include the ticket number you received from our service desk. Additional information such as your TSN number, copies of emails, details of telephonic conversations, and any diagnostic information available will assist in the speedy resolution of your complaint.

Please allow a reasonable amount of time for your issue to be attended to before escalating to the next level.

Formal complaints

If you've followed the escalation procedure above and you've still not received a satisfactory outcome, your institution can lodge a formal complaint.