ONE COMMUNICATIONS (GUYANA) INC.
Customer Complaint Process
At One Communications (Guyana) Inc. (‘ONE’), we are dedicated to delivering high-quality services to our customers. In doing so, ONE welcomes the opportunity to address any general enquiries and/or complaints our customers may have. This valuable feedback helps us to continuously enhance our customer satisfaction and service standards.
The purpose of this Customer Complaints Process (‘the Process’) is to outline the various channels available to the customer to make a general enquiry and/or lodge a complaint, the information required from the customer should they wish to lodge a complaint and the process in place to have those complaints resolved in an efficient and prompt manner.
This Process has been developed in compliance with the Telecommunications (Consumer Protection) Regulations 2020 and other applicable Laws and Regulations.
1. General Enquiries
Customers who may wish to make general enquiries or require information on ONE’s products, application form, bill, or promotion can do so by:
- Chatting online by visiting https://onecomm.gy/en and clicking “Chat with an Expert”
- Visiting any of ONE’s retail stores listed at https://onecomm.gy/en/agent-locator
- Speaking with a ONE Agent by calling 0663
2. Lodging of a Complaint
Customers can lodge a complaint by utilizing any of the channels listed below:
- Website: https://onecomm.gy/en/report-an-issue
- Online Chat: https://onecomm.gy/en and click “Chat with an Expert”
- WhatsApp Chat: 620-2428
- Facebook Messenger: https://www.facebook.com/OneCommguyana
- Email: customerexperience@onecommgroup.com
- Call Centre: 0663
- Retail Store: https://onecomm.gy/en/agent-locator
To ensure timely and accurate resolution, when lodging a complaint, customers must provide the following details:
- First and Last Name
- Email Address
- Address
- Contact Number
- A clear statement of the complaint being raised
- Any documentation that supports the matter
Once submitted, every complaint is time-stamped, logged, and assigned a Ticket Number, which is shared with the customer for reference and follow-up. The customer will also be provided with an estimated timeline for the resolution of their complaint.
Upon receipt of the complaint, ONE will promptly initiate an investigation. During the course of the investigation, ONE’s representative will reach out to the customer for any additional details, outline next steps, perform tests, and/or arrange a site visit, if necessary.
Finally, once the complaint has been resolved, the customer will be notified of the outcome of the investigation by a representative of ONE. Customers can expect to be notified via phone call, SMS, email, or WhatsApp message.
ONE will then update its records accordingly and proceed to close the Ticket.
