Consumer Complaints Handling Code
This Consumer Complaints Handling Code (“Code”) is intended to inform consumers of the principles and procedures designed to address consumer complaints and to facilitate the Last Mile Communications Ltd. T/A Bahamas WiMax’s compliance with the Statement of Results and Final Determination on the Guidelines for Developing Licensee Consumer Complaints Handling Procedures (ECS 16/2012) issued by the Utilities Regulation and Competition Authority (“URCA”) on June 6, 2012. As a utility regulated by URCA, the electronic communications services that Last Mile Communications Ltd. T/A Bahamas WiMax provides are governed by the consumer protection provisions pursuant to section 45 of the Communications Act, 2009 and Last Mile Communications Ltd. T/A Bahamas WiMax’s Individual Operating Licence and/or Class Operating Licence Requiring Registration. (Insert Company Name Here) is also governed by the Consumer Protection Act, 2006 and the Data Protection (Privacy of Personal Information) Act, 2003. You may locate this Code on our website or at our office located on 106 Central Plaza, Stratton Drive, Marah Harbour, Abaco during our hours of operation from 9:00 am – 5:00 pm, Monday through Friday.
1. Purpose of this Code
This Code is intended to benefit Consumers using the electronic communications services of Last Mile Communications Ltd. T/A Bahamas WiMax in the Commonwealth of The Bahamas
2. Objective of a Consumer Complaints Handling Process
The objective of a complaints handling process is to speedily and fairly resolve your issues without a need to involve the Regulator, attorneys at law or the Attorney General’s Office. We are fully committed to addressing all complaints fully and fairly and in a reasonable timeframe.
3. Importance of records
Your records are maintained by us pursuant to the laws of the Commonwealth of The Bahamas and we may decide to communicate with you via electronic means. The availability of your records is important because these will often form the basis of our investigations into your complaint, and they will also assist in timely investigations
4. Right to Lodge a Complaint
If you are not satisfied with our service, you have a right to complain. This Code outlines our formal complaints procedure, including how to contact us and what you can do if your complaint is not resolved.
5. Definition of a Complaint
(a) A complaint is “an expression of dissatisfaction” made by you to us related to either:
(i) how we provide our services to you; or
(ii) the Complaints handling process itself.
(b) A complaint means that a response or resolution is expected.
(c) A complaint is not:
(i) A request for information;
(ii) Frivolous or vexatious calls: these calls should be reported to the authorities;
(iii) A general enquiry;
(iv) A fault report.
6. How to Make a Complaint
Complaints may be made by letter, by telephone or by email. Should you prefer to write to us, please send your letter to the following address:
Alternatively, you can contact us by telephone at 242-367-3717 or 242-676-2368 or by email at
7. Content of Your Complaint
Your complaint should be sent to us within sixty (60) business days after the occurrence of an incident and should include, at a minimum: (i) your name or the name of the person acting on your behalf;
(ii) your mailing address (including P.O. Box), telephone number and email contact;
(iii) the particulars of your complaint and your account number with us;
(iv) the date the complaint is lodged;
(v) the product or service that You are complaining about;
(vi) any supporting information and/or relating to the complaint (these include, but are not limited to letters, contract or agreement with us, or any evidence related to the complaint);
and
8. Stages of the Complaint Handling Process
Described below are the stages of the complaints handling process:
(i) Initial contact by the consumer;
(ii) Acknowledgement of receipt of the complaint in writing by us;
(iii) Investigation of the complaint;
(iv) Internal escalation (if necessary);
(v) Notification of resolution of the complaint by us;
(vi) Referral to the regulator, URCA (if necessary); and
(vii) Final communication of resolution to the consumer by URCA.
9. Resolving Your Complaint
(i) You complaint will be investigated immediately upon receipt.
(ii) We will formally acknowledge receipt of your complaint within five (5) working days of its receipt and will provide you with a complaint reference number. We aim to respond to your complaint within fifteen (15) working days from the receipt of your complaint.
(iii) We will make every effort to complete the investigation within thirty (30) business days of receipt of the complaint.
(iv) We will inform you if any of the timeframes cannot be met and a new timeframe within which you can expect to receive a response from us.
(v) We will notify you of the resolution, decision or any action taken regarding your complaint in writing as soon as is reasonably possible.
(vi) Your complaint is resolved when:
i. you indicate in writing to us that you no longer wish to pursue the complaint;
ii. we have agreed a course of action, which, if taken would resolve the complaint to your satisfaction;
iii. we have taken action to rectify the issue, and it is reasonable to consider that as a result of our actions you are no longer dissatisfied.
(vii) We will retain all documents and written records collected and recorded throughout the complaints handling process for one (1) year following the resolution of the complaint.
10. Internal Escalation
If you are dissatisfied with the way in which your complaint is handled during your initial contact with us, you may escalate your complaint to:
(i) The Customer Services Department;
(ii) The Manager of Operations;
(iii) The President and Chief Executive Officer.
Once the internal escalation process has been followed and we are unable to resolve your complaint to your satisfaction, you may refer your complaint to URCA at:
Telephone: 242-393-0234 Fax: 242-393-0153
Email:
11. Unresolved Complaints
We aim to resolve your complaint in the timeframes stated at section 9 of this Code. After a full investigation, the following details will be retained by us:
(i) number of complaints outstanding for more than ten (10) business days;
(ii) number of complaints received by category in the period being reported and cumulative for the year to date;
(iii) percentage of complaints resolved within the target time;
(iv) number of complaints unresolved and referred to URCA.
12. Standard Responsest
As far as possible, our responses to you should take the form of standard form letters. These standard letters are detailed in Appendix 2 attached and are subject to amendment or revision from time to time.
13. Updating the Code
As this Code takes into account the legal and regulatory environment and considers our business needs, it will be necessary to amend or revise this Code from time to time. Once any amendments are made, the revised Code will be re-issued noting the revised date and the actual revisions. The re-issued Code will beposted on our website along with its re-issue date and will also be available upon reasonable request free of charge.
The provisions of this Code and any significant revisions will be subject to approval by URCA.
Appendix 1
This form is for our use to ensure that the complaint is correctly represented and recorded by us. All information must be completed on this form.
Consumer Details
Consumer Name:
Consumer Telephone Number: (h) (c)
Consumer Account Number:
Consumer Address:
Consumer P. O. Box:
Consumer Email Address:
Consumer Authorized Representative:
Address/Tel. Number/Email Address:
Supporting Documentation included:
Complaint Reference Number:
Complaint Type
Tick category(ies) as appropriate:
Fixed Line
Mobile Internet
Billing Dispute
Service Interruption
Credit Control
Poor Consumer Service
Complaint Details
Summary Description:
Requested Remedy:
Immediate Action Taken (if any):
Possible Due Date for Response:
Date Complaint Filed:
Appendix 2
To: [Consumer Name and Address]
Date: From: Last Mile Communications Ltd. T/A Bahamas WiMax
Re: Complaint – Reference Number xxx
Dear Sir/Madam,
We acknowledge receipt of your complaint received by us on [day/month/year] via [email/letter/in person/telephone]. We apologize to you for any inconvenience that you may be experiencing at this time. We have commenced our investigations into your complaint and will revert to you within five (5) business days of the receipt of your complaint. We will make every effort to resolve your complaint within thirty (30) business days of receipt of your complaint. If we are unable to meet the timelines outlined, we will provide you with a new timeframe with which you can expect to receive a response from us. We appreciate your business and look forward to serving you again.
Yours faithfully,