CUSTOMER CHARTER
Digicel Guyana (U-Mobile) is committed to providing you with the highest quality of customer service each time, every time. If we fall short of our commitment, we welcome the opportunity to fix the situation. If we make a mistake, or our services do not meet your expectations, we want to know about it. If you have something on your mind, we welcome your feedback.
Our Customer Service Charter gives you information on how to bring a complaint or feedback to our attention. You may also use this information to send us your comments on our performance or to give us a suggestion about how we can improve our service to you.
Additionally, it sets out the quality of service we hold ourselves to giving you so as to set your expectations clearly.
The following are the basic commitments we make to all our customers:
Accessibility
We are committed to:
- enabling you to contact us in the way you prefer – by telephone, online, in writing or in person
- being available 24 hours a day, 7 days a week via our live chat support and between 8AM-8PM via call, for you to report any faults or service difficulties.
- providing you with a resolution to your issues within established service standards
Service Standard
We are committed to giving you the best possible customer experience. We have established a series of performance indicators to closely monitor and review internal service affecting functions in the different departments as well as external service delivery, to ensure the highest standards of customer service to you.
We will:
- Answer 80% of calls within 20 seconds in normal business hours
- Acknowledgement of email queries within 2 business hours
- Respond to customer requests within three working hours
- Provide written responses to customers, as per request, within 2 working days
Billing and Payments
We are committed to:
- Providing you with bills that are accurate and easy to understand while giving you access to the details you need
- Presenting your bill in a form that suits your needs, with options including online, paper, summarized and itemized
- Providing you with a range of easily accessible payment methods that allow you to be in control of your payments;
- Working with you to negotiate tailored, flexible payment solutions, including assisting people who are experiencing financial hardship.
Please click here for complete details on how to pay your Digicel bill:
Reminder: Bill Payments MUST be made on time and in FULL to stay connected.
Click here to view our Business payment options.
Repairs
We are committed to providing you with a reliable repair service. If your device is in need of repairs, please follow the steps below:
- Visit the dealer store where the device was purchased.
- Dealer staff will assess the device for “physical or liquid” damage (which voids the warranty on the device).
- If the device passes the assessment, it is accepted and submitted to our experts for repair. A tracking number and contact details will be provided to you for follow-up. The dealer will confirm a mobile number whereby they can send an SMS to you or call to advise when the repaired device is available for collection.
- If any physical or liquid damage to the device is subsequently discovered, you will be advised of this and given possible repair outlets that you can visit which will be at a cost.
- Repaired devices are delivered back to the dealer store as soon as possible and in any event no later than 15 business days, depending on the complexity of the fault/issue
- You will receive an SMS notifying you that your device is ready for collection.
Privacy Policy
We are committed to respecting your privacy. Please click here for our Privacy Policy:
Complaints
We want to hear your complaints and are committed to:
- attending to your concerns or complaints promptly, thoroughly and fairly; being courteous in our communication with you on how we propose to act, how long it should take and the outcome.
- directing you to the PUC if you feel that we cannot resolve your complaint with us.
Please contact us using the information below.
- Telephone: Mobile Digicel customers 100, from any other line 592-660-1000 or 592-669-2677
- Send a letter to us: 56 High Street, Kingston, Georgetown.
- Send us an e-mail: guy_b2bqueries@digicelgroup.com
- Visit our retail stores listed <here> https://www.digicelgroup.com/gy/en/store.html
- When submitting your complaint, please include the following information:
o Your name and address;
o If your complaint is submitted by a representative, the name and address of the representative;
o Your Account number or any other number for identification;
o Your Contact information or that of your representative including, postal address, and where available, telephone number, fax number and electronic mail address;
o Date of the complaint;
o Complete details of the complaint, including clear and specific information on specific issues that you are dissatisfied with or have a grievance in relation to.
If we require additional information in order to resolve your complaint, we will promptly communicate this to you. Where possible, such communication shall be done in writing.
If you remain dissatisfied with the manner in, which we resolve your complaint or where we have failed to resolve the complaint within a reasonable timeframe, you may submit your complaint to the PUC.
Please contact us using the information below.
Contact Us
Telephone Us
Residential Customers:
Mobile and Data Services: 100 (from a Digicel phone), 592-660-1000 (from any other number)
Business and Corporate Customers:
Mobile, Fibre and all other services: 100 (from a Digicel phone), 592-669-2977 or 592-699-9932
Send a letter to us:
Digicel Guyana,
56 High Street, Georgetown, Guyana
Send us an e-mail:
Residential customers: guy_b2bqueries@digicelgroup.com
Business and Corporate Customers: guy_b2bqueries@digicelgroup.com
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