Our Complaint Policy

Dhiraagu is committed to providing excellent Customer Services, and developing and maintaining a good relationship with all 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
    A customer complaint refers to an expression of dissatisfaction with any Dhiraagu service, product or policy, or with any aspect of an oral or written communication 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 123 for free , write to us, send a fax (3329123) or email us at [email protected]. You may also log complaints at any Dhiraagu Customer Front Office.

  • Complaint Log
    All official complaints received will be recorded and documented, in full on the Customer Complaints Log. These records may include written notes of the content of telephone conversations as well as copies of any written communication.

    All such records will be kept for a period of one year
  • Complaint Resolution
    Our target is to acknowledge all complaints within 2 working days and to resolve all customer complaints within 10 working days. In cases where these targets are not met and need more time to resolve, the complainant will be informed about the delay and a fresh resolution timeline before the initial promised target date.

  • Closing a Complaint
    Complaints will be regarded as having been processed and will be closed if one of these conditions is met:

    1. Complainant withdraws the complaint
    2. Complainant agrees that all issues have been dealt with and confirms 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 the complainant accordingly
    4. Complainant is unreachable after raising the issue.
    5. Litigation has begun
  • 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.
    Appeal for dissatisfaction of complaint resolution
    If the complainant is not satisfied with the way in which the complaints were handled, he or she can request to review the complaint by escalating as follows;

    Senior Manager Customer Services
    Name: Masood Ali
    Phone: +960 3311402
    Mobile: +960 7771773
    Email: [email protected]

    Chief Commercial Officer
    Name: Ali Riyaz
    Phone: +960 3311289
    Mobile: +960 7771805
    Email: [email protected]
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