Code of Practice

The Customer Services Department of Lycamobile Limited provides a commitment at all levels of the department to the efficient, fair and courteous resolution of a Customer complaint. This includes having a Code of Practice that will guide both the Customer and Lycamobile in the handling of a Customer complaint.

This Code of Practice is intended to provide Customers with transparency on how Lycamobile will deal with a complaint, and to make Customers aware of the steps that will be taken during the complaint handling process. The Code of Practice also defines the minimum standards that Lycamobile will apply in the handling of a Customer complaint.

In this Code of Practice, the “Customer” is sometimes referred to as “you” or “your”.

Changes to Lycamobile’s Code of Practice will be made in accordance with any regulatory requirements issued by the Office for the Ombudsman for Telecommunications, founded by the Act of 21 March 1991 within the BIPT (Belgian Institute for Postal Services and Telecommunications), operates entirely independently of the telecom operators and, within the confines of its powers, does not receive instructions from any authorities.

There are several ways for you to make a complaint if you are not satisfied with the service provided by Lycamobile. It is the intention of Lycamobile to resolve a Customer complaint, where possible, during your first point of contact with Lycamobile. Where a complaint cannot be resolved in this way, you will be advised of a timescale for the investigation and resolution of your complaint by Lycamobile, and afforded the opportunity to escalate the complaint within Lycamobile if you still are not satisfied with the resolution. The different ways you can make a complaint about the service provided by Lycamobile are described below:

The different ways you can make a complaint about the service provided by Lycamobile are described below.

3.1 Telephone:A Customer can make a complaint by telephone via our Customer Care Lines by dialling 1976 from any Lycamobile pre-paid SIM Account, charges are free.  You may also dial 080049811 from any other telephone. Calls made to this number will be charged at the national tariff.
If a Customer is roaming internationally, the Customer may contact the Customer Care Lines by dialling +44 7404 000 322.  Calls made to this number while the Customer is roaming internationally will be charged at the international roaming tariffs set out on Lycamobile’s website.
The Customer care lines are open from 09:00 to 18:00.

3.2 E-mail: A Customer can contact Lycamobile via email at: cs@lycamobile.be
Alternatively, customer can make a complaint via email: complaints@lycamobile.be
The Customer Services Department will promptly acknowledge all Customer complaints received, and not later than three (2) business days after receipt of the Customer complaint if sent by letter or e-mail.

3.3 Letter: A Customer can make a complaint by posting a letter to the address for complaints at:
Complaints Department
Lycamobile Office
Hermesstraat 8c
1930 Zaventem

The following are the stages in the Customer complaint handling process followed by Lycamobile:

• Receipt of the Customer complaint

• Acknowledgement of the Customer complaint

• Investigation of the Customer complaint

• Provide resolution to the Customer complaint

Internal escalation of the Customer complaint (where necessary)

The primary types of Complaints are described below.

• Billing (including Top-Ups)

• Network Quality

• Network Availability

• International Roaming

Handset Issues

Prior to making a complaint, and to help the Customer Services Department to promptly resolve your complaint, you should consider which type of complaint you wish to make, and have at hand detailed information to provide to the Customer Services Department.

The Customer Services Department will provide you will progress updates at regular intervals to keep you informed of the progress of the investigation into your complaint. In cases where the Customer Services Department is unable to resolve a Customer complaint within the target timescales, then the Customer Services Department will advise you of the revised timescales.

The Customer’s first point of contact with the Customer Services Department will be the First Line Customer Services Representative who will handle your query and propose a resolution. If you are not happy with the resolution, you may request that your complaint be escalated to the Customer Services Team Leader who in turn will attempt to resolve your complaint. If you are satisfied with the resolution proposed by the Customer Services Team Leader, the Customer complaint will be closed. If you are unsatisfied with the resolution proposed, you may request your complaint to be forwarded to Complaints department or alternatively write to complaints@lycamobile.be

Lycamobile will ensure that all Customer complaints can be easily tracked to ensure traceability of all actions taken regarding a specific Customer complaint. The Customer Services Department will assign to your complaint a Unique Reference Number. When making a complaint, Lycamobile will advise you of the URN. Customers are advised to refer to their URN in all communications with the Customer Services Department.

If you are still not satisfied with the resolution proposed by the Complaints department, you may escalate your complaint to Ombudsman for telecommunications. You may contact Ombudsman for telecommunications for this purpose.

You can submit a complaint to the Office of the Ombudsman for Telecommunications:

• by completing the

FORMS

• available on this website

www.ombudsmantelecom.be

• :

Complaint for mediation
www.ombudsmantelecom.be/en/complaint-for-mediation.html?IDC=107

Complaint relating to malicious calls
www.ombudsmantelecom.be/en/complaint-relating-to-malicious-calls.html?IDC=108

by post, for the attention of Mr. Luc Tuerlinckx, Office of the Ombudsman for Telecommunications, Bischoffsheimlaan 29-35, 1000 Brussels;

by fax to number 02 219 86 59;