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Customer Grievance Policy

Ooredoo Maldives seeks to maintain and enhance our reputation of providing our customers with high quality products and services. We have developed below commitments so that our customers would know what to expect from our products, services and our people.

We value your feedback as they assist us to improve our products, services and customer services.

Our Commitment

  1. We will always respect our customers
  2. We will make sure that our customers always finds it easy to use our products and services
  3. We commit to be open, honest and transparent with our customers
  4. We commit to continuously improve our customer services
  5. We will always support in the development of our community

How to log a complaint with us

  1. Call our call center 929
  2. Contact us through email 929@ooredoo.mv
  3. Post or send a message through Facebook, twitter or Chat service
  4. Log a complaint by visiting any of our Ooredoo Experience Centers

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.

Escalation Matrix

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.

Azra Naseem
Manager Call Center
Phone: + 960 9611246
Email: azra.naseem@ooredoo.mv

Mohamed Mauroof
Manager, Ooredoo Experience Centre
Phone: + 960 9611205
Email: mohamed.mauroof@ooredoo.mv

Gulnaz Mahir
Head of Customer Care
Phone: + 960 9611414
Email: gulnaz.mahir@ooredoo.mv

Balaji Srinivasan
Chief Commercial Officer
Phone: + 960 9611400
Email: balaji.srinivasan@ooredoo.mv

Najib Khan
Chief Executive Officer
Phone: + 960 9611111
Email: najib.khan@ooredoo.mv

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