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Complaint Management Process

Complaint Management Process

If you are not fully satisfied with our service during your visit, please let us know through our available channels as below:

    1. Call our hotline: 023 955 001 / 098 222 555 / 095 777 665
    2. Give us feedback on our website
    3. Consult with an agent on our Facebook page
    4. Join our Telegram channel and seek assistance

In case you’re still dissatisfied, please proceed to the next step.

Lodge a formal complaint

If your complaint has not been resolved, you can submit a formal complaint to the Contact Center.
Please lodge the complaint through our Customer Voice and click Submit. The complaint management unit will review and contact you shortly.

The process of a complaint will go through 3 phases:

Phase 1
  • The service staff will find a possible solution on the spot;
  • In case the resolution is not satisfied by the customer, we will proceed to phase 2.

Same Business Day

Phase 2
  • The unit will conduct an investigation and give another possible solution;
  • If the resolution still does not meet, the customer is invited to lodge a formal complaint then we will proceed to the 3rd phase.

Within 2 Business Days

Phase 3
  • The complaint management unit will deep dive into the root cause of the problems and offers other solutions;
  • If the resolution is still not satisfied by the customer within 30 calendar days, the complaint will be escalated to senior management, and make final decision.

Within 30 Calendar Days
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