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Complaint handling procedure

1. What counts as a complaint?

Every dissatisfaction with any part of our services.

2. How do you complain?

Please talk to a member of our staff, preferably in the department you are complaining about, or through your usual technical/commercial contact which will try to solve any problem immediately.

Alternatively, you can complain in one of the ways listed below:

When complaining, please provide us with:

  • your full name, address and phone number;
  • what has gone wrong with our services and as much information as you can communicate about your complaint: what kind of complaint is it? (administrative, financial, commercial, technical…);
  • a complete problem description and if applicable, all details and references concerning our invoice and/or technical intervention report.

3. What happens after you’ve made a complaint?

We will try to solve your problem as quickly as possible.

Step 1 : outcome

Telindus will gather and investigate all relevant evidence and information in relation with your complaint.

Telindus will provide an answer without undue delay and in any case, within a period which may not exceed one month between the date of receipt of your complaint and the date on which the answer has been sent.

If an answer cannot be provided within this period, Telindus will inform you of the causes of the delay and will indicate the date on which its examination is likely to be achieved.

Step 2 : escalation

If you did not obtain an answer or a satisfactory answer at the level you submitted your complaint to in the first instance, Telindus’ complaint handling procedure gives you the possibility to rise the complaint up to the company’s management level (upon written request).

Step 3 : procedure before the CSSF

If the complaints handling at the management level did not result in a, for you, satisfactory answer, we will provide you with a full explanation of our position concerning the complaint and inform you in written form of the existence of the out-to-court complaint resolution’s procedure at the CSSF.

A copy of the related CSSF 16-07 regulation and the different means to contact the CSSF to file a request are published on the CSSF’s website: www.cssf.lu.

4. Regulations covering our complaints handling procedure

Our complaints handling procedure is governed and defined in full compliance with the provisions of the PFS regulation. It reflects the concern for objectivity and search for truth and enables the identification and mitigation of any possible conflict of interests.