How your complaint will be handled
Our aim is to solve the issue for you on the call or while you are visiting our OEC. However, if we are unable to resolve it with the available resources we will log your complaint in our system and our team will escalate it to support team, who will investigate the case and get back to you in 3 working days.
If our support team cannot resolve it within 3 working days then it will be escalated to our technical team and then to our management team. You will be updated via an SMS on how your case is progressing every 5 working days.
At this level, our management will review the case and consider the ultimate option that will resolve the complaint to your satisfaction.
If you are not satisfied with the solution provided by our customer care department or how your complaint was handles you may escalate it to your management.