A complaint takes in effect from the time a consumer raised a dissatisfaction over the Quality of Service to the Service Provider. CFM’s role will only come into effect in accordance to what has been outline in the GCC.
We access all complaints that comes to us based on our GCC. We accept only complaints on the Communications and Multimedia services and only begin to be involved after a chance has been given to the Service Provider to resolve the matter.
If the complaint is one that we can deal with and it is the right time for us to become involved we will begin our investigation process.
How we handle a complaint and the time it takes us to come up with a resolution depends on how complicated it is and how quickly we can get hold of all the relevant facts.