How to complain to Freedom Roaming
Freedom Roaming “Complaints Policy”
Effective Date: June, 2024
FREEDOM ROAMING provides affordable, easy to use travel bundles for eSIM in over 150 countries worldwide. We work with a number of partners to provide the services we offer you, thus we will work with our suppliers to ensure that any issues with their services are promptly resolved.
We go out of our way to make sure that our customers are satisfied with the level of service they receive as well as the goods and services we provide. But even with all of our greatest efforts, things can still go wrong. We take customer complaints seriously and work hard to find effective solutions.
Process to register a Complaint
For any complaints, please write to us at [email protected]
We will make every effort to quickly and effectively address your issue while keeping you updated at all times. We typically try to handle complaints within 7 working days, although this isn't always possible depending on the specifics of the complaint. If, however, you are not satisfied with the way your complaint is being handled, you can ask the person you are speaking with to forward it to the Complaint Escalations Team. If we are unable to address the issue, we will inform you in writing.
Dispute Resolution
If it has been more than 8 weeks since you first got in touch with us to complain or if we've written to you suggesting that things are at a standstill, you can seek the Committee for Consumer Protection of the Ministry of trade and integration of the Republic of Kazakhstan - https://www.gov.kz/memleket/entities/mti-kzpp/about?lang=en
Their responsibility is to fairly investigate complaints by hearing both sides of the story. Before advising any action that could be required to make things right, they consider the facts that have been provided to them. Even if we are actively working to resolve your complaint, we reserve the right to deny your request.