If something has gone wrong on Habivista, we want to fix it and learn from it. This page sets out how to raise a complaint and what timing to expect.

1. Routes to raise a complaint

In-app — open a support ticket from any page, or use the "Report" button on a listing or message.
Email — support@habivista.com for general issues; privacy@habivista.com for data-protection issues; trust@habivista.com for fraud and conduct issues.
Post — Azunus Realty Consult, Accra, Ghana.

2. What to include

Your account email or phone.
What happened, when, and (if relevant) which listing, agent, or order it relates to.
What outcome you are looking for.
Any supporting evidence — screenshots, receipts, correspondence.

3. Our timeline

Acknowledgement — within two business days.
Substantive response — within ten business days. Complex investigations may extend; we will tell you why and when to expect a decision.
Trust & safety reports — triaged within four hours.
Data subject requests — substantive response within thirty days.

4. Internal escalation

If you are not satisfied with the first response, ask for the case to be reviewed by a manager. Manager review is a separate review by someone not involved in the original decision.

5. External escalation

Data protection — Ghana Data Protection Commission (DPC).
Real estate conduct — Ghana Real Estate Authority.
Consumer protection — your local consumer protection authority.
Diaspora users — your local data-protection or consumer regulator.

6. Vexatious complaints

We treat every complaint seriously. We may decline to engage with abusive or repetitive complaints that have already been investigated and closed.

Complaints & escalation