If the product got something wrong, or we did, we want it in writing — with a name against it and a clock on it. Here is exactly how a complaint is handled.
Email info@opa.rw with “Complaint” in the subject, or call +250 789 216 483 and ask for it to be logged as a complaint rather than a support question. Either way it gets a reference number.
You get a written acknowledgement with a reference number and the name of the person who owns the complaint. If the issue is blocking your filing or your payroll, say so — that moves it to the front of the queue the same day.
We reconstruct what happened from the audit trail and the logs, tell you what we found in plain language, and say what we are doing about it — a fix, a correction to your data, a credit, a process change, or an explanation of why we think the records are right.
Ask for escalation and the complaint goes to management for a second review, independent of whoever handled it first. If that still does not settle it, you keep every right you have under Rwandan law, including taking the matter to the competent authority or the courts. Nothing in this process limits those rights.
Reference, date, owner, outcome and date closed — kept on a register we review for repeat causes.
Raising a complaint is free and never affects your plan, your price or your access.
Complaint details are seen only by the people who need them to resolve it, and are handled under the privacy policy.
One email, one reference number, one owner.