Making a Complaint

Quality of Service is of primary concern to all consumers: telecommunications service providers should be committed to the delivery of high quality services. Consumers should have accurate information regarding the quality and reliability of their services.As part of the RA’s mandate, the consumer has rights and the service providers have obligations under the ECA and included in their licence.

More information can be found here - RA Mandate under consumer protection – Part 5 – section 26 of the ECA11 – Click here.

Step 1: Contact your Telecommunications Service Provider
  • Before the Regulatory Authority can consider your complaint, the telecommunications service provider must have been given an opportunity to resolve the complaint we get involved.
  • You must contact the telecommunications service provider’s complaints department first to discuss the issue and see if it can be resolved.
Step 2: Submit a New Complaint to the Regulatory Authority
  • If your complaint remains unresolved after seven days with the telecommunications service provider, you can submit a formal complaint with the Regulatory Authority.
  • Lodge a complaint in writing, explaining your problem clearly and specifying how you expect the service provider to resolve your complaint.
  • State your name and relevant contact details.
  • Support your case with copies of any relevant documentation. Remember you should always retain the original copies of any correspondence or official documentation such as contracts and bills.
  • Identify the service provider’s representative/s you are dealing with, including date and time of your interactions.
  • Always keep a copy of any written communications you have exchanged with the service provider.
Step 3: Update your existing complaint
  • Once you have submitted your complaint, you can update your complaint to tell us about any developments with your complaint by sending an email to info@rab.bm

 

Consumer Complaint Form

Please complete this form if you would like the Regulatory Authority to address a complaint.  You must file your complaint with the telecommunications service provider first before the Regulatory Authority can intervene.

For help with the form, please Contact Us.

You can also download the complaint form here and complete by hand.

 

SURNAME (*)

Please let us know your name.
FIRST NAME (S) (*)

Please let us know your email address.
ADDRESS (INCLUDE POSTAL CODE) (*)

Please let us know your message.
DAY TIME PHONE (*)

Please write a subject for your message.
MOBILE

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EMAIL (*)

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NAME OF SERVICE PROVIDER

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PLEASE SELECT FROM THE LIST TYPE OF SERVICE YOU ARE COMPLAINING ABOUT

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*If you have chosen OTHER please specify the type of service:

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When did you notice that there might be a problem? (*)

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When did you first complain to the service provider?

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Has the service provider or operator sent you a final decision on your complaint?

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If you have answered yes, please attach or send us a copy of their final response front the service provider with this form

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Have there been any court/tribunal/arbitrary proceedings relating to your complaint?

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Have you contacted any other authority about your complaint?

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If you have answered YES to either of the previous questions, please give details here

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SUMMARY OF YOUR COMPLAINT

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Upload Additional File 1

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Upload Additional File 2

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Upload Additional File 3

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YOUR PERMISSION FOR THE REGULATORY TO PROCEED


I have read and understood the way the Regulatory Authority procedures for complains and the extent to which they can help me with my complaint.


The Regulatory Authority has my authorization to contact the telecommunications service provider with whom I have a dispute and to request copies of any documentation relating to my complaint.


The Regulatory Authority has my authorization to use my relevant details which could include personal information in order to deal with my complaint effectively.


The Regulatory Authority handles complaints in a different way from courts, not usually requiring people to attend hearings in person but resolving disputes by correspondence/meetings.


The Regulatory Authority has my authorization to use facts in my complaint as an example of where things can be improved, but it will always respect my privacy and keep my personal information strictly confidential except as authorized above.


The Regulatory Authority reserves the right to post this complaint on its website (without my personal details) as a matter of transparency.

I hereby certify and confirm that to the best of my knowledge, the information furnished is true, accurate, correct and complete. (*)

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