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Customer Charter

We are committed to:

1 Putting our customers first.
2 Meeting our customer's needs.
3 Recognizing and respecting the needs and rights of our customers.
4 Continuous improvement of our products and services.
5 Providing our staff with appropriate training.
6 Providing services within prescribed timeframe.
7 Enhancing our Mobile Network with value added services.
8 Enhancing the reliability of our data and Internet services.
9 Repairing faults within prescribed timeframe.
10 Providing customers with a range of packages and pricing plan options, designed to be of value and relevant to customer needs.
11 Enabling customers to contact us in the way they prefer - in person, telephone, e-mail, or in writing.
12 Enabling customers to call us 24 hours a day, 7 days a week.
13 Providing National and International Directory Assistance 24 hrs a day, 7 days a week.
14 Providing various bill balance options.
15 Providing our customers bills that are easy to understand, with the option to view bill details on-line.
16 Making it more convenient to pay bills by providing a wide range of payment options.
17 Making it more convenient to apply for our services.


You can expect us to:

1 Treat your personal information in the strictest confidence.
2 Treat you with courtesy, respect and consideration.
3 Identify ourselves by name when we communicate with you.
4 Listen and respond appropriately.
5 Conduct our dealings with you with efficiency, integrity, fairness and professionalism.
6 Provide you with relevant, accurate and up to date information when you need it.
7 Make you aware of the standard of service we aim to provide.
8 Actively seek your comments on a regular basis, and by a variety of means, to help us continue to develop our products and services.
9 Be the single point of contact for all your communication requirements, from basic telephony and mobile products to the latest in Internet solutions.
10 Enable you to complain in the way you prefer - in person, telephone, e-mail, or in writing.
11 Wherever possible we will deal with the matter straight away.
12 Advise you of what action can be taken when it cannot be dealt with immediately.
13 Take action to minimize the possibility of the problem recurring.
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