Procedure for resolution of complaints

Telenor customers can register their complaints through the designated touch points. Our front end staff is empowered to resolve customers issues on first interaction. If the resolution is out of their scope, they register such complaints to address the issue and provide a unique complaint number to the customers along with the tentative resolution time. The registered complaints are assigned to the backend teams and if these concerned backend teams cannot fix the complaints then, such complaints are further routed to the technical teams/vendors for solution. After performing the necessary system checks, technical teams/vendors resolve the complaint and update the backend teams over the same. Backend teams then close the complaints and an intimation SMS/call is made to the customers upon closure of their complaints.