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 Enquires

Customers who may wish to make general enquires or require information on ONE’s products, application form, bill, or promotion can do so by:

1. Chat Online by visiting https://onecomm.gy/en and click “Chat with an Expert”;
2. Visiting any of ONE’s retail stores, listed here https://onecomm.gy/en/agent-locator; or speak with a ONE Agent by calling 0﷟663.

2. Lodging of a Complaint

1.  Customers can lodge a complaint by utilizing any of the channels listed below:
   1. website: https://onecomm.gy/en/report-an-issue
   2. Online Chat: https://onecomm.gy/en and click “Chat with an Expert”
   3. Whatsapp Chat: 620-2428
   4. Facebook Messenger:  https://www.facebook.com/OneCommguyana?mibextid=ZbWKwL
   5. Email: customerexperience@onecommgroup.com
   6. Call Centre: 0663
   7. Retail Store: https://onecomm.gy/en/agent-locator
2. To ensure timely and accurate resolution, when lodging a complaint, customers must also provide the following details:
   1. First and Last Name;
   2. E-mail Address;
   3. Address;
   4. Contact Number;
   5. A clear statement of the complaint being raised; and Any documentation that supports the matter.
3. 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. 
4. 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.
5. 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, e-mail or WhatsApp message.
6. ONE with then update its records accordingly and proceed to close the Ticket.