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Complaint Handling Policy

Contact Information:

Our Principles:

At Milavo, we believe in your right to express concerns. When you bring a complaint, we are committed to addressing it in a manner that is fair, efficient, and transparent. Our principles include:

  • Striving for prompt issue resolution during your initial contact with us.
  • Adhering to the Telecommunications Consumer Protections Code C628:2012 (TCP Code), and our Chief Executive Officer is responsible for compliance.
  • Most of the time, we will not charge you for handling your complaint, and we will always inform you before any charges are incurred.

How to Make a Complaint:

If you need to make a complaint, please get in touch with us. We are here to assist you in formulating, lodging, and progressing your complaint. You can also designate an authorized representative or advocate to file a complaint on your behalf.

What We Will Do:

Our objective is to acknowledge and resolve your complaint promptly. We aim to fix your problem during your initial contact. If further investigation is required, we will work with you to find a solution, which may include waiving fees or proposing commercial solutions. We commit to providing a response within 15 working days and implementing the solution within 10 working days. In situations of financial hardship, disconnection, or urgent matters, we expedite the process.

If You’re Unsatisfied:

If you are dissatisfied with our complaint handling process, timeframes, or the outcome, we will escalate your complaint internally. If you remain unsatisfied, we will inform you about external dispute resolution options such as the Telecommunications Industry Ombudsman (TIO).

Contacting the TIO:

You can reach out to the TIO for external dispute resolution:

The TIO’s services are free of charge. We encourage you to contact us initially for problem resolution, as we strive to resolve issues during our first interaction.