We are committed to providing our customers with high-quality broadband services. In the event that you are dissatisfied with our service, we have established the following complaints policy to address any issues or concerns you may have.

1. Complaint Procedure If you have a complaint about our service, please follow the procedure below:

1. Contact us Please contact us via email or phone and provide us with a clear and concise description of your complaint. We will acknowledge your complaint within 5 business days of receipt.
2. Investigation We will investigate your complaint promptly and thoroughly. If we need additional information from you, we will contact you for further details.
3. Resolution We will aim to resolve your complaint as quickly as possible. If we are unable to provide you with a resolution within 10 business days, we will provide you with an update on the status of your complaint.
4. Escalation If you are not satisfied with the outcome of your complaint, you may request that your complaint be escalated to a senior member of our team. We will provide you with the contact details of the senior member of our team upon request.

1. Recording and Monitoring We record and monitor all complaints received to ensure that they are dealt with fairly and efficiently. We use the information gathered to improve our service and prevent similar complaints from occurring in the future.
2. Confidentiality We treat all complaints and customer information with strict confidentiality. We will only share your information with third parties if it is necessary to investigate and resolve your complaint.
3. Timeframe for Complaints We ask that you submit your complaint to us as soon as possible. We will not accept complaints that are submitted more than 30 days after the incident occurred, except in exceptional circumstances.
4. Complaints Handling Charges We do not charge any fees for handling complaints.

We value your feedback and are committed to providing you with high-quality service. If you have any questions about our complaints policy or wish to make a complaint, please do not hesitate to contact us.

You may also terminate your service at any time by providing notice to us via email or other means. If you terminate your service before the end of your current billing cycle, you will not be entitled to a refund for any unused portion of the service.Upon termination of service, you are responsible for returning any equipment provided by us in good working condition. Failure to return the equipment may result in additional fees and charges.This termination clause does not affect any other rights or remedies available to us under these terms and conditions or applicable law.