Dhiraagu is not only committed to providing excellent customer service, but also to developing and maintaining a good relationship with all of its customers.
We welcome your feedback on Dhiraagu services at any time, but in particular, if you have a concern or complaint about any aspect of our service, we encourage you to let us know so we can take action to fix it. Your feedback is important to help us address them and improve our services for the future.
Definition of a complaint
An expression of dissatisfaction with a Dhiraagu service, product or policy, or with any aspect of an oral or written communications of Dhiraagu, received from a customer or a member of the public.
An expression of dissatisfaction without contact details is not considered a complaint.
Register complaints
To register a complaint you may call Free 123, write to us, send a fax (3329123) or email us at 123@diraagu.com.mv. You may also log complaints at any Dhiraagu Customer Front Office.
Recording of complaints
As a result of an official complaint being received and in order that we can respond efficiently, we will keep records of any complaint related correspondence. This will help us to deal with any follow on discussions with you, should this be necessary. Our records may include our written notes of the content of telephone conversations as well as keeping of copies of any written communication.
We will normally keep records for a period of 3 years following a customer disagreement or complaint.
Resolving complaints
Our target is to resolve 90% your complaints within 6 working days. Should we need more time to resolve a complaint, we will inform you.
Closed complaints
Your complaint will be regarded as having been processed and will be closed if one of these conditions is met:
1. You withdraw the complaint
2. You agree that all issues have been dealt with and confirm satisfaction with the proposed resolution and/or agree closure of the complaint.
3. Dhiraagu has completed all stages of its internal complaint procedure, considers the complaint completed and has informed you accordingly.
4. Litigation has begun.
Satisfaction
If you are not satisfied with the way in which your compliant was handled, you can request to review the complaint by the Departmental Manager. If, however, you are not happy with the Manager's determination, you have the right to request that the matter be referred to Dhiraagu Chief Executive Officer for further consideration.
Your legal rights
This policy does not limit your rights under the Maldivian Constitution and you are free to pursue other avenues if you choose, however we believe our complaints handling procedure offers an effective and fair process by which you are able to raise your concerns with us. |
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