MANAGEMENT INFORMATION SYSTEM
COMPLAINT HANDLING PROCESS
CONSUMER GUIDELINES
APRIL 2009
Block B14 Simpang 32-5, Kg Anggerek Desa, Jalan Berakas, Bandar Seri Begawan BB3713, Brunei Darussalam
Website: www.aiti.gov.bn
Tel: +673 232 3232
Fax: +673 238 2447
Email: info@aiti.gov.bn
CONSUMER GUIDELINES
COMPLAINT HANDLING PROCESS
1.
The Authority for Info-communications Technology Industry of Brunei Darussalam
(AITI) has prepared this document detailing its Complaint Handling Process (the
Process) to carry out its duty of ensuring that telecommunications services are reasonably accessible to all people in Brunei Darussalam, and are supplied as efficiently and economically as practicable and at performance standards that reasonably meet the social, industrial and commercial needs of Brunei Darussalam
[Section 6(1)(a), AITI Order, 2001].
2.
AITI is only able to act on complaints relating to telecommunications licensees holding licences from AITI.
3.
You are not obliged to refer complaints to AITI. You choose to exercise any other option available in law to obtain a satisfactorily resolution.
4.
You must give the licensee against whom the complaint is being made an opportunity to resolve the matter prior to lodging a complaint with AITI. AITI recommends that complaints should be made in writing and sent to the licensee’s customer service contact.
5.
Complaints may be referred to AITI in the following circumstances:
(a)
(b)
Where the licensee fails to respond to the complaint within 48 hours of lodgment with the customer service contact, or
Where you are not satisfied with the resolution provided.
6.
If you wish to refer complaints to AITI, you must complete AITI’s Complaint Form.
AITI will not act on verbal complaints or incomplete Complaint Forms.
7.
Complaint Forms and supporting documents should be sent to the following address: Chief Executive
Authority for Info-communications Technology Industry (AITI) of Brunei Darussalam
CONSUMER GUIDELINES
APRIL 2009
Block B14 Simpang 32-5, Kg Anggerek Desa, Jalan Berakas, Bandar Seri Begawan BB3713, Brunei Darussalam
Website: www.aiti.gov.bn
Tel: +673 232 3232
Fax: +673 238 2447
Email: info@aiti.gov.bn
CONSUMER GUIDELINES
COMPLAINT HANDLING PROCESS
1.
The Authority for Info-communications Technology Industry of Brunei Darussalam
(AITI) has prepared this document detailing its Complaint Handling Process (the
Process) to carry out its duty of ensuring that telecommunications services are reasonably accessible to all people in Brunei Darussalam, and are supplied as efficiently and economically as practicable and at performance standards that reasonably meet the social, industrial and commercial needs of Brunei Darussalam
[Section 6(1)(a), AITI Order, 2001].
2.
AITI is only able to act on complaints relating to telecommunications licensees holding licences from AITI.
3.
You are not obliged to refer complaints to AITI. You choose to exercise any other option available in law to obtain a satisfactorily resolution.
4.
You must give the licensee against whom the complaint is being made an opportunity to resolve the matter prior to lodging a complaint with AITI. AITI recommends that complaints should be made in writing and sent to the licensee’s customer service contact.
5.
Complaints may be referred to AITI in the following circumstances:
(a)
(b)
Where the licensee fails to respond to the complaint within 48 hours of lodgment with the customer service contact, or
Where you are not satisfied with the resolution provided.
6.
If you wish to refer complaints to AITI, you must complete AITI’s Complaint Form.
AITI will not act on verbal complaints or incomplete Complaint Forms.
7.
Complaint Forms and supporting documents should be sent to the following address: Chief Executive
Authority for Info-communications Technology Industry (AITI) of Brunei Darussalam