ormal Complaint - Failure to Respond to Alarm Event and Resulting Business Burglary on 21 February 2026.

Dear ITHUBA Protection Services Management, I am writing to formally lodge a complaint regarding the burglary that occurred at our business premises on 21 February 2026 while the alarm system was fully armed and under your monitoring service. According to your records, the building was armed at 17h54 on 20 February 2026. However, at 01h01 on 21 February 2026, there was a power failure registered on your system. We were informed that this event was visible on your monitoring platform, yet no report was made to us and no armed response was dispatched to investigate the cause of the power failure. The intruders gained forced entry through the kitchen door, which is fitted with a security tag, and proceeded to trip the main electricity switch on the DB box located in the kitchen. They then stole business assets to the value of approximately R250,000. We find it extremely concerning and unacceptable that: 1. The power failure signal at 01h01 was neither reported nor attended to. 2. No response team was dispatched to investigate the cause of the power interruption until we notified the company of the break-in on the 22 February 2026 at 14h00. 3. The monitoring of low battery and related alerts, as stipulated in our signed contract (copy attached), was not effectively acted upon. We have fully comp**** with all required security protocols on our part, including ensuring the alarm system was armed and that all security measures were in place. It is therefore deeply disappointing that the very service we contracted to safeguard our business failed at a critical moment. Your position that you are not liable for any compensation despite the failure to act on the 01h01 signal is unacceptable. The lack of response directly contributed to the extent of our losses. This email is copied to PSIRA and the Consumer Ombudsman for their awareness and further intervention, as we believe there has been a clear failure in service delivery and contractual obligations. We request a formal written response within 7 days from receipt of this email, outlining: • A full incident report from your monitoring centre • An explanation as to why the power failure signal was not actioned • Your reconsideration of compensation for the losses incurred We feel severely let down by a company entrusted with the responsibility of protecting our business from exactly this type of ******** activity. We look forward to your response.