You have a right to complain, and if you do we will deal with your complaint in a fair, efficient, objective manner and through a transparent process.
We strive to solve any problems you may have during your first contact with us and to get back to you within 24 hours of submitting a complaint.
Our complaint handling process complies with the requirements of the Telecommunications Consumer Protections Code C628:2015 (TCP Code) and responsibility for compliance with the process lies with our Chief Executive Officer.
We will not charge you for dealing with your complaint.
If you wish to complain, please contact us via one of the following channels:
We will help you formulating, lodging and progressing your complaint with a form, if you contact us via the Help Centre or the Webwidget.
Of course you can appoint an authorised representative or advocate to make a complaint on your behalf. For help with how to appoint an authorised representative, please go to https://cdn.rebtel.net/upload/v2/legal/appointment-of-an-authorised-representative.pdf.
We will acknowledge your complaint as soon as possible but latest 48 hours after receiving your request.
When we acknowledge your complaint we will give you a unique reference number or similar to enable you to easily follow up on your complaint. You can monitor the progress of your complaint by resending an email with the same subject line as the one we sent you or otherwise contact us and quote your complaint reference number.
Our goal is to always fix your problem during your first contact with us.
Sometimes this is not possible and we need to investigate the matter. We will then inform you on how to fix your problem and advise you accordingly within 15 working days of receiving your complaint.
Your complaint will be treated as urgent if we are made aware of its urgency. Please add the word “URGENT” in the subject line of the email or your message to us through any of our contact channels (as set forth above) if you want us to treat your matter as urgent.
All urgent complaints will have high priority and will be handled as swiftly as possible.
If you tell us that you are not satisfied with the complaint timeframes, its progress or the outcome or if you tell us your complaint ought to be treated as urgent, we will escalate your complaint internally.
We will never cancel your service only because you have contacted an external dispute resolution scheme. We can however suspend any account where fraudulent behaviour has been detected. You can read more about this is our Terms of Service.
We encourage you to always contact us first if you experience any problem or are unhappy. We will do our best to solve your problem during our first contact.
You can contact the TIO as follows:
The services of the TIO are free of charge.