If you are not satisfied with our services please apply to us!
Your satisfaction is utterly important to us.
We see your complaints as an opportunity to improve our services.
We highly appreciate the principles of confidentiality, honesty, neutrality, objectiveness and seek rapid solutions for handling complaints.
You can share your complaints or requests with us:
We aim at handling your complaint immediately on receipt. If we are not able to handle your complaint immediately for any reason, your request will be registered (for further investigation and handling) in special programme and respective information will be delivered to you by our representative. For getting information on how the investigation process is going on you can either apply or call to above mentioned addresses/numbers.
You can apply to us with your feedbacks either in written or verbal form as you wish.
Depending on the main idea and type of your request, in order to commence the investigation you will be requested by our representative to provide some information (or if you apply in written form you are kindly asked to indicate the following in the letter): full name of a subscriber/requester, the number, the contact number (if any) or e-mail address, the address to which the written reply is to be sent and the body of the letter (any further information might be requested depending on the type of complaint).
When the investigation of complaint is started you will be informed about it via the phone call (or several calls regarding the investigation of complaint) or via a short message to your number (except for situations when the number is out of network, etc.). Each complaint is primarily investigated by us in relevant electronic databases and on due information is provided to subscriber in accordance with the investigation result. If the result of the primary investigation is considered unsatisfactory by us, more extended investigation is applied (when necessary, partners and suppliers as well as other employees and sources are also involved in investigating and handling of complaints).
The source and solution of each complaint is defined through primary investigation within 5 working days the latest. In case the source and solution of complaint is not defined within 5 working days, the information is delivered to subscriber via the phone call (except for calls which might not be realised if a subscriber is out of the network and etc). Having solved the verbal complaint, a subscriber gets informed via the phone call made to his/her number (or to the provided contact number) (except for calls which might not be realised if a subscriber is out of the network and etc).
In case complaint handling does not appear to be satisfactory to subscriber, he/she can be given alternative options to express the feedback (e.g. to apply with written request and etc.).
The disputes between the parties are being resolved based on mutual consent. In case of not reaching the mutual agreement, all disputes and contradictions shall be resolved through the court in accordance with the legislation of the Azerbaijan Republic.
|All prices VAT inclusive|