Customer Care Policy

This document outlines the commitment of Mobimilia BV ("Mobimilia" or "the Company") to providing high-quality, efficient, and fair customer care to its subscribers, users, and business partners. This policy is integral to maintaining customer satisfaction, complying with regulatory requirements, and ensuring the long-term success of the services offered by Mobimilia.

1. Policy Statement & Objectives

Policy Statement: Mobimilia is committed to treating all customers fairly, transparently, and with integrity. We aim to resolve customer inquiries, complaints, and issues promptly and to the satisfaction of the customer.

Objectives:

  • To establish clear standards for customer service response times and quality.
  • To ensure all customer care personnel are adequately trained and informed.
  • To provide clear and accessible channels for customers to seek support, including native language assistance.
  • To ensure compliance with local and international consumer protection and telecommunications regulations.
  • To use customer feedback to continuously improve our products and services.

2. Customer Care Channels & Availability

Mobimilia provides multiple, accessible channels for customer support.

Channel Purpose Availability Target Response Time
Email/Web Form General inquiries, billing questions, technical support, and detailed complaints. 24 hours a day, 7 days a week Within 24 hours for initial response.
Dedicated Phone Number Immediate assistance, service cancellation, and urgent inquiries. Monday – Friday: 09:00 – 18:00 CET Immediate (during operating hours) or within 2 hours for a callback.
Weekend Phone/Live Chat Urgent and cancellation assistance. Saturday & Sunday: Limited coverage (Approx. 6 hours per day) Within 3 hours due to limited staffing.
FAQ/Self-Service Portal Simple troubleshooting, general information, and policy look-up. 24 hours a day, 7 days a week N/A (Instant access)
Partner Support Dedicated channels (e.g., Slack, dedicated email) for B2B inquiries. As per B2B Service Level Agreement (SLA). As per B2B Service Level Agreement (SLA).

3. Multilingual Support Commitment

As a company operating globally, Mobimilia is committed to providing support in the customer's native language wherever possible.

  • Native Language Agents: Dedicated agents fluent in the languages of our key operational territories are available during core operating hours.
  • Response Management: In cases where an immediate native language agent is unavailable, the inquiry will be responded to in English or by a translation service within the target response time, while simultaneously being routed to the appropriate language specialist for a comprehensive native response.

4. Standards for Response and Resolution

Mobimilia adheres to the following service standards for customer interactions:

  • Initial Acknowledgment: All non-immediate inquiries (email/web form) must be acknowledged within 4 business hours.
  • Target Resolution Time (TRT): We aim to resolve 80% of customer issues within 48 hours of initial contact. Complex cases requiring escalation may take longer, but the customer will be kept informed every 24 hours.
  • Cancellations: Service cancellation requests must be processed immediately upon verification of the customer's identity and account details. Confirmation of cancellation must be sent within 1 hour.

5. Complaint Handling Procedure

A formal procedure is in place to manage customer complaints effectively and fairly.

  1. Receipt: The complaint is logged immediately upon receipt, assigned a unique ticket number, and acknowledged to the customer.
  2. Investigation: The designated customer care agent or specialist conducts a thorough investigation, accessing all relevant logs, billing records, and system data.
  3. Resolution Proposal: A resolution is formulated. This may include a refund, service reinstatement, technical fix, or detailed explanation.
  4. Communication: The proposed resolution is communicated clearly to the customer, ideally in their native language, along with the reasoning.
  5. Escalation: If the customer is dissatisfied with the initial resolution, the complaint is escalated to a Senior Customer Care Manager who will review the case and provide a final decision within 3 business days.
  6. Closure: The ticket is closed after the customer confirms satisfaction, or if 7 calendar days pass with no reply from the customer following the communication of a final resolution.

6. Privacy and Data Protection

  • Customer care representatives are strictly mandated to comply with the Company's Privacy Policy and the GDPR (General Data Protection Regulation) regarding the handling of personal data.
  • Customer data is only accessed for the purpose of resolving the inquiry or complaint and is never shared with unauthorized third parties.
  • All customer interactions are logged in a secure CRM system for record-keeping and audit purposes.

7. Staff Training and Competence

All customer care personnel undergo mandatory training that covers:

  • Company services, products, and technical troubleshooting.
  • Billing and refund procedures.
  • The terms of this Customer Care Policy and the Complaint Handling Procedure.
  • GDPR and data privacy best practices.
  • KYC (Know Your Customer) and AML (Anti-Money Laundering) awareness (especially relevant for B2B partner interactions).

8. Monitoring and Review

This policy and its effectiveness are reviewed by the Head of Operations or a designated management team at least annually and whenever there is a significant change in regulatory requirements or business operations. Key performance indicators (KPIs) tracked include:

  • First Contact Resolution Rate (FCR).
  • Average Handle Time (AHT).
  • Customer Satisfaction Score (CSAT).
  • Number of complaints escalated to management.

9. Data Retention

Customer data and support logs are retained in accordance with Mobimilia's Privacy Policy and will be anonymised or deleted once no longer required for legal, audit, or service purposes.