How to complain to Freedom Roaming
Freedom Roaming ‘Complaints Policy’
Effective date: June 2024
This Complaints Policy (hereinafter referred to as the ‘Policy’) sets out the procedure for handling, reviewing and resolving customer complaints related to the quality, availability or provision of Freedom Roaming Services.
1. Complaint submission process
1.1. All complaints related to the quality, availability or provision of Services may be sent by email to: [email protected]. We recommend that you include the following information in your complaint:
- Customer's full name;
- contact details (phone number, email address);
- description of the situation and the nature of the complaint;
- date and time of the problem (if applicable);
- if necessary, attach supporting documents or screenshots.
1.2. We undertake to take all reasonable measures to ensure that each complaint is dealt with promptly and effectively. You will be kept informed of the status of your complaint throughout the process.
1.3. The complaint review period shall not exceed 7 (seven) business days from the date of receipt. However, in certain cases where the situation requires additional verification (e.g., by external partners or telecommunications operators), the review period may be extended. In such cases, the customer will be informed of the change in the time frame and the reason for the delay.
1.4. If you are not satisfied with the progress of your complaint, you have the right to request that it be forwarded to the complaint escalation team. To do so, please contact the employee handling your complaint with a request to this effect.
1.5. If we are unable to resolve your complaint, we undertake to send you an official written response stating the reasons for our refusal to satisfy your request and, if necessary, explaining the possible next steps.
2. Dispute resolution
2.1. If more than 8 (eight) working weeks have passed since you submitted your complaint and the issue has not been resolved, or if you have received official notification from us that the internal complaint review procedure has been completed without a positive result, you have the right to contact the Consumer Protection Committee of the Ministry of Trade and Integration of the Republic of Kazakhstan.
Contact details and the procedure for filing a complaint are available on the official website:
https://www.gov.kz/memleket/entities/mti-kzpp/about?lang=ru
2.2. The Committee shall consider consumer complaints on the basis of the documents and information provided by the parties, ensuring objectivity and respect for the legal rights of all participants. Before making recommendations, additional information may be requested from the applicant or the Service Provider.
2.3. At the same time, Freedom Roaming reserves the right to reject claims if they are unfounded, contradict the terms of service or violate the provisions of the law.
2.4. This procedure does not limit the customer's right to seek legal redress in accordance with the laws of the Republic of Kazakhstan.