How long will it take?
Your satisfaction is important to us! Our complaint resolution process is anything but straightforward. We assure you that we investigate complaints fairly, diligently and promptly. Our team follows up with our customers to make sure they are satisfied.
Sometimes we need more time or to obtain additional information, but we keep our customers up to date on the progress and measures of the complaint’s resolution. Depending on the level of resolution, the complaint is resolved within 24 hours, 48 hours or five working days.
First Level Resolution
Customer Care Officer/First Level supervisor
Second Level Resolution
Head of supporting Unit/Call Centre Manager
Third Level Resolution
5 working days