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For any other enquiries, please let us know by sending us your details in the form below.

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Product Complaints

Media Enquiries

Customer Order Queries

Customer Service Queries

The official communication language is English. Digital refers to emails and sms. The CIC is located in South Africa and services the South African market, in their time zone. Expected response time is 1 working day, unless it’s a phone call within business hours whereby the response time is within a few minutes.

The CIC is accessible during the following hours:

DayVoice ChannelDigital Channel
Monday - Friday07h00 - 17h0007h00 - 01h00
Saturday07h00 - 14h0007h00 - 14h00
Public Holidays (excluding Good Friday & Christmas Day)07h00 - 14h0007h00 - 14h00

After Hours (Cooler & Fountain Services):

DayVoice ChannelDigital Channel
Monday - Friday17h00 - 01h0007h00 - 01h00
Saturday14h00 - 22h0014h00 - 22h00
Sunday07h00 - 22h0007h00 - 22h00
Public Holidays (excluding Good Friday & Christmas Day)14h00 - 22h0014h00 - 22h00

The CIC access points are listed below:

ChannelDetails
Voice (Inbound, Outbound)Sharecall number: 087 283 2222
DigitalEmail: CIC@ccbagroup.com | SMS: 36224 | Click here for web ordering

Cost of interaction through an inbound voice channel is dependent on service provider the customer uses. The CIC operates a normal cost contact number and both the phone number and the SMS rate is dependent on the service provider.

In the event that you are not able to contact us:

  • If phone lines are down, there will be a message on telephone system; however you would still be able to communicate digitally via sms or email.
  • Should the digital communication also be down, the email and sms’s will queue until the system is up, normally within a few hours, therefore you do not need to resend the communication, but expect a delay in our response.

 

If you opt to use the Digital Channel please supply us with the following information:

  • Outlet number (where applicable)
  • Full details of the complaint
  • The time frame to resolve the complaint in accordance with our customer care standards is 18 business hours from time of receipt.

 

Where a complaint cannot be resolved within the prescribed time frame, the customer will be notified within one working day, and be informed of planned action.

ISO 18295 (Customer Contact Center), the international standard for contact centre. Certified first in Africa (2018)

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