Complaints & Escalation Policy
At Aiaralo eSIM Hub, we are committed to providing clear, accurate, and helpful information regarding eSIM technology and travel connectivity. We strive for excellence in our advisory services. However, we understand that sometimes issues may arise. This policy outlines our procedure for handling complaints and the steps you can take if you are unsatisfied with our initial response.
Our aim is to resolve any concerns fairly and efficiently, ensuring transparency throughout the process. We value your feedback as it helps us to continuously improve our services.
How to File a Complaint
Should you feel the need to raise a complaint regarding the information or advice provided by Aiaralo eSIM Hub, please follow these steps to ensure your concerns are addressed promptly and effectively:
- Initiate Contact: Please send a detailed email to [email protected].
- Provide Essential Information: To help us investigate your complaint thoroughly, please include the following details in your email:
- Enquiry Reference (if applicable): If your complaint relates to a specific previous interaction, please provide any reference number you may have received.
- Date of Contact: The approximate date(s) when the issue or interaction that led to your complaint occurred.
- Detailed Description of the Issue: Clearly explain what happened, what aspects of our service or information caused your dissatisfaction, and what outcome you are seeking. Specific examples are highly beneficial.
- Maintain Professionalism: We request that all communications remain respectful. We are committed to treating all complaints seriously and expect the same courtesy in return.
Response Timelines
We understand the importance of timely communication when you have a concern. Our commitment to you regarding complaint handling is as follows:
- Acknowledgement of Complaint
- Upon receiving your complaint, we will send you an acknowledgement email within two (2) business days. This confirms that we have received your message and are beginning our review process.
- Resolution Aim
- We aim to thoroughly investigate and resolve all complaints within ten (10) business days of receiving your initial complaint. If, for any reason, we anticipate that the resolution will take longer, we will inform you of the delay and provide an updated timeframe.
During the investigation, we may contact you for further information or clarification. Your cooperation in providing additional details will assist us in reaching a resolution more quickly.
Escalation Process
If you are dissatisfied with the resolution provided after your initial complaint, you have the option to escalate your concern. The escalation process is designed to ensure that all avenues for resolution are explored.
- Escalation Method
- To escalate your complaint, please send a new email to [email protected]. The subject line of this email must clearly state: "Escalation: [Your Original Complaint Reference/Date]".
- Required Information for Escalation
- In your escalation email, please include:
- A clear reference to your original complaint.
- The date of our initial response or resolution attempt.
- A detailed explanation of why you are not satisfied with the proposed resolution.
- Any additional information or perspectives you believe are relevant to the reconsideration of your complaint.
- Review by Senior Management
- Upon receipt of an escalated complaint, it will be reviewed by a senior member of our team who was not involved in the initial handling of the complaint. This ensures an impartial and fresh perspective on the matter.
- Escalated Response Timeline
- We aim to provide a final response to escalated complaints within five (5) business days of receiving the escalation request. This response will detail our final position on the matter and any further actions, if applicable.
What Falls Outside Complaint Scope
While we are dedicated to addressing concerns related to our advisory and information services, it is important to clarify what types of issues fall outside the direct scope of our complaint resolution process. Aiaralo eSIM Hub operates as an independent information and advisory centre; we do not sell eSIMs directly nor do we manage the services provided by eSIM operators.
Therefore, our complaint policy does not cover issues pertaining to:
- Problems with Third-Party eSIM Providers
- This includes, but is not limited to, issues such as:
- eSIM activation failures directly attributable to the provider.
- Network connectivity problems (e.g., slow speeds, dropped connections) experienced when using a third-party eSIM.
- Billing disputes or charges made by a third-party eSIM provider.
- Data allowance discrepancies or unexpected data consumption reported by the eSIM provider.
- Customer service experiences with the eSIM provider themselves.
- Device Malfunctions
- Complaints arising from your device's inability to support eSIM functionality, software glitches on your device, or other hardware-related problems are outside our purview. Please refer to your device manufacturer's support channels for assistance.
- Incorrect Information Due to User Error
- While we provide guidance, the ultimate responsibility for following instructions, ensuring device compatibility, and selecting the correct eSIM package rests with the user. We cannot be held responsible for issues stemming from user oversight or incorrect application of our advice.
We are happy to provide general guidance on how to approach third-party providers with your issues, but we cannot act on your behalf or directly resolve disputes with them.
For all complaints regarding our services, please contact us at [email protected].