TELBO's Protocol for Handling Complaints
TELBO’s goal is to be synonymous with high quality services. Although we do our best to meet our customers’ needs and expectations, there may be times when all does not go as planned. When this occurs, TELBO appreciates the opportunity to find a solution. This can be done if you, as a TELBO customer, discuss the situation with us. If TELBO is still unable to resolve an issue, you may use the following protocol to file an official complaint.
Purpose of the Complaint Protocol
It is TELBO’s hope that the majority of issues can be satisfactorily resolved within the existing policy, which provides for a transparent handling of complaints from any existing or potential TELBO customer. Should a satisfactory resolution not be found, the Complaint Protocol can be followed to seek further redress. With the feedback received through the Complaint Protocol, TELBO can better understand the customer’s needs, and utilize such knowledge to take measures to improve the services offered.
Definition of Complaint:
A complaint is an expression of dissatisfaction or issue concerning the services of TELBO. Your complaint directly concerns the actions or failure of actions by TELBO.
What Is Not Considered a Complaint:
A customer’s request for information or an outage report may not be initially considered a complaint. TELBO has a functioning Helpdesk Department with extensive opening hours (Monday through Friday from 8:00 am – 7:30 pm, and Saturday 9:00 am-12: 30 pm). The Helpdesk Department is available by calling 9220.
Protocol for Filing Official Complaints:
TELBO realizes that, as a customer, your communications about issues can assist us with improving the services we offer. TELBO pledges to address each and every official complaint.
To file an official complaint, customers are to submit a fully completed TELBO Complaint Form. This form can be filled below or submitted in PDF format via email to Mrs. Mibolange Valentine in the Department of Business Information at firstname.lastname@example.org. Please note “Complaint” in the email’s subject line. You will immediately receive a notice of receipt and acknowledgement that your complaint has been registered with TELBO. To insure proper handling, your complaint will be registered by our Business Information Department, after which it will be forwarded to the relevant department which can assist you by discussing your complaint.
If necessary, an appointment for a meeting in person can be arranged as personal contact can provide greater clarity for both parties and can assist with a satisfactory resolution or the settlement process. TELBO’s goal is to handle your complaint within two weeks and also find a suitable solution.