“Azercell Telecom” considers the complaints received from clients within the frames of provided telecommunication services as an opportunity for improvement. Confidentiality, truthfulness, impartiality, objectivity and when possible fast consideration principles are followed when handling the complaints. Along with efficient handling of complaints, “Azercell Telecom” LLC aims to increase customer satisfaction.
Each subscriber can make a complaint by calling Telephone Centre, contacting Baku or Regional Customer Service office, writing a complaint in “Feedback” section of Azercell’s official web page or by writing an email to our email addresses: customercare@azercell.com / musterixidmetleri@azercell.com or sending a letter to our mailing address. By the same means a complainant can get information on the process of complaint’s acceptance and consideration. Complaint can be also made by fax (corporate subscribers should send to (12) 4988272 fax number and other subscribers to number (12) 4932738).
Complaint can be either in written or verbal form. When making a complaint, subscriber/ complainant is asked the following: full name of a subscriber/ complainant; the number the complaint is related to; if available, another contact number or email address; the address that a reply letter to a complaint should be sent to and also full content of a complaint (depending on complaint type, another information can be required).
Subscriber’s complaint is accepted and our employee informs a subscriber (sometimes it is impossible to get connected with a subscriber - if subscriber does not answer a telephone call) by one (or, if necessary for complaint investigation, several calls) call. First, we investigate in the appropriate electronic data base any received complaint and then based on it provide a subscriber with an appropriate answer. If we are not satisfied with the result of initial investigation, we continue to study the complaint (if necessary, we contact our partners and suppliers, involve other employees and sources of our company in the process of complaint investigation and satisfaction). We specify the source and methods of complaint satisfaction by means of initial investigation within 5 working days at the latest. In case the source and methods of complaint satisfaction are not specified within 5 working days, we call a subscriber and provide the information (sometimes it is impossible to get connected with a subscriber - if subscriber does not answer a telephone call). When verbal complaint is satisfied, a subscriber is provided with the information by a call to their telephone number (or other contact number provided by a subscriber) (sometimes it is impossible to get connected with a subscriber - if subscriber does not answer a telephone call).
If subscriber is not satisfied with complaint settlement, we can offer a subscriber the appropriate alternative suggestions (when possible).
Disagreements between the parties are settled by mutual agreement. If the agreement is not reached, all disagreements and contradictions are settled in legal form in accordance with the legislation of Azerbaijan Republic.
