Complaints for postpaid customers - Terms and Conditions
Complaints for postpaid customers - Terms and Conditions
1. Complaints of “Technical defects” “Billing-related complaints” also other types of complaints may be submitted via:
a. call to 149
b. official webpage www.vodafone.al , Support Section
c. Email to the following address nakontaktoni@vodafone.com
d. Social Network Facebook
e. Vodafone Shops
f. Mail to Vodafone official address
2. Time term for complaints submission is as follows:
a. Complaints for “Technical defects” are submitted at any time (24 hours service);
b. Complaints for Vodafone decisions or actions on access or action committed by Vodafone within the time-terms defined in the decision;
c. Billing-related complaints are submitted until the end of the claimed bill payment deadline;
d. Complaints on failure to remedy the defects shall be submitted immediately after the time-term expiry according to the respective clause in the contract;
e. Other complaints of any kind shall be presented as early as possible.
3. Complaints, depending on their type, are examined by the respective structures of Vodafone, based on the information received from the other branches or sectors and according to the rules, their respective analysis and solution is performed, in compliance with the terms and conditions specified in the subscription contract;
4. Time-term for the written notification to the subscriber about the conclusions of the complaints analysis according to the points 2.b, 2.c, 2.d and 2.e is within 15 (fifteen) days following their receipt;
5. Vodafone shall register on the appropriate system and keep a separate register for the complaints submitted according to the points 1, assigning a reference number to each of them;
6. Subscriber shall be entitled, in compliance with the provisions in the contract on the disputes resolution, to appeal to the court for the decision made by Vodafone.
a. call to 149
b. official webpage www.vodafone.al , Support Section
c. Email to the following address nakontaktoni@vodafone.com
d. Social Network Facebook
e. Vodafone Shops
f. Mail to Vodafone official address
2. Time term for complaints submission is as follows:
a. Complaints for “Technical defects” are submitted at any time (24 hours service);
b. Complaints for Vodafone decisions or actions on access or action committed by Vodafone within the time-terms defined in the decision;
c. Billing-related complaints are submitted until the end of the claimed bill payment deadline;
d. Complaints on failure to remedy the defects shall be submitted immediately after the time-term expiry according to the respective clause in the contract;
e. Other complaints of any kind shall be presented as early as possible.
3. Complaints, depending on their type, are examined by the respective structures of Vodafone, based on the information received from the other branches or sectors and according to the rules, their respective analysis and solution is performed, in compliance with the terms and conditions specified in the subscription contract;
4. Time-term for the written notification to the subscriber about the conclusions of the complaints analysis according to the points 2.b, 2.c, 2.d and 2.e is within 15 (fifteen) days following their receipt;
5. Vodafone shall register on the appropriate system and keep a separate register for the complaints submitted according to the points 1, assigning a reference number to each of them;
6. Subscriber shall be entitled, in compliance with the provisions in the contract on the disputes resolution, to appeal to the court for the decision made by Vodafone.