| Obtaining
the Services of TRCSL Licensees
Before
making your decision of obtaining a telecommunication
service or an additional option, discuss at least
with two service providers
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Select
the best service provider of your choice according
to your requirements and your terms and conditions
to obtain the service.
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Always
be clear about the services offered to you by your
service provider and terms and conditions of your
service provider. (E.g. Duration required for service
provision, cost, tariff plans etc.) |
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Obtain
a copy of your contract or service agreement from
your service provider |
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Making
a Complaint
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| Before
making a complaint. |
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Study
your complaint carefully and be clear about it. |
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Try
to have all the documents relevant to the complaint
ready. |
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Make
the complaint to your service provider. Try to make
the complaint always in writing attaching relevant
documents. (If you make the complaint over the phone
it is better if you could follow it with a letter.) |
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Make
sure you give all the details needed to process
your complaint E.g. Your telephone No, Address copies
of the necessary documents. |
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Give
the description of your complaint briefly and precisely.
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| After
making the complaint |
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Keep
all the records of your complaint made. (If you
made the complaint over the phone the name of the
person/s you spoke to, the date. And the answer/s
received etc.) |
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Give
your service provider a reasonable time frame to
process the complaint. (Depending on the complaint.)
Follow up with them over the phone if possible.
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If
you have not received a response or a reasonable
solution to your complaint you may appeal to higher
authorities/committees formed by the service provider
to solve complaints. |
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If
you still feel if your complaint has not been treated
in a reasonable manner or to your satisfaction,
you can make the complaint to the TRCSL for further
examination. |
| Complaint
to the Consumer Relations Unit |
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Please
send following if requested by TRCSL. |
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Attached
copies of correspondence you have had with your
service provider, from the very 1st day you made
the complaint. |
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Copies
of the documents, which in your opinion is relevant. |
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Inquiries into Consumer
Complaints |
| Information
on Consumer Inquiries |
