Customer Complaints Code – Viber Out Service

We are committed to our customers to provide our best services. If your experience was not that great, we want to hear from you!

About this Code:

  • This Code applies to our Viber Out service for our customers in the EU and UK.
  • This complaints Code sets out how you can lodge a complaint about any aspect of our service including our general customer service. It tells you how to contact us, what we'll do and (if we aren't able to resolve the complaint to your satisfaction) how you can take things further.
  • You can request a free paper copy of this complaints Code using our contact details set out below.

2. How you can make a complaint

  • If you're unhappy with any aspect of our services, the best way to contact us is by submitting an online form. If you prefer to contact us in a letter you can write to us instead, but it may take us a little longer to respond.
  • Below you will find an explanation of our complaint handling procedure, which has been designed to ensure we can resolve complaints fairly and swiftly to your satisfaction.

3. How to contact us

Online: Please submit your request on: https://help.viber.com/en/contact

By post: Please send your letter to: Viber Media S.a.r.l, 2 Rue du Fosse, Luxembourg, L-1536, Grand Duchy of Luxembourg – Attn: Customer Complaints.

If you contact us in writing, please don't forget to include your:

  • Full name;
  • Telephone number
  • Postal address; and
  • Email address.

When you contact us please give us sufficient details of your complaint to allow us to deal with it, including any steps which have been taken to attempt to resolve the complaint so far.

If you contact us in writing, we will aim to respond to you within 14 working days. We will do this by emailing you (if you've given us your email address), or writing you back a letter.

4. Investigating and resolving your complaint

We'll make every effort to resolve your complaint straight away. If that's not possible, we will keep you updated every 10 days on the steps we are taking and when we expect your complaint to be resolved. The steps we take to investigate your complaint will depend on the particular circumstances.

We endeavour to resolve all complaints within 30 days.

5. How to escalate your complaint

If you're not satisfied with our first response to your complaint, you can ask us to escalate the complaint to our customer services manager.

We will let you know the outcome of our investigation into your complaint and how your complaint has been resolved. If we don't hear from you within 30 days of telling you the outcome we will consider that the complaint has been resolved to your satisfaction.

6. Online Dispute Resolution:

EU Online Dispute Resolution Platform From the 15 February 2016, customers who purchase their device or contract online can use the Online Dispute Resolution (ODR) Platform to register a complaint. The ODR is an EU Alternative Dispute Resolution (ADR) procedure which signposts a customer to the relevant ADR provider for their complaint. EE is a member of the Ombudsman Services Scheme as referred to above. Should the nature of the complaint be one which is covered by the Ombudsman Services Scheme the ODR portal will refer you to Ombudsman Services Scheme. You are not required to use the ODR Portal. You can approach Ombudsman Services directly. To apply to the ODR platform an online form needs to be completed and submitted. Further information on ODR and the form can be found here.

For Viber Out UK based customers:

If you're still not happy: ADR (Ombudsman Services: Communications)

If, after contacting us, we have not resolved your complaint within 8 weeks, we will send you an Alternative Dispute Resolution (ADR) letter, either by post or email. We’ll send you an ADR letter before eight weeks if:

  • We’ve told you the outcome of our investigation, and;
  • You aren’t satisfied the outcome resolves your complaint, and you’ve made us aware of this, and;
  • We don’t intend to take any further steps to resolve the complaint or propose a different outcome. Take your complaint to CISAS Once you’ve received your ADR letter, you can take your complaint to the Communication and Internet Services Adjudication Scheme (CISAS) – our ADR provider.

CISAS is an independent dispute resolution scheme, approved by Ofcom which is free of charge. Please ensure that you read through CISAS’s guidelines to ensure your complaint satisfies the conditions for referral. How to contact CISAS

  • Online
  • Phone: 0207 5203 814 – standard rates apply
  • Write to them: CISAS, Communications & Internet Services Adjudication Scheme, 70 Fleet Street, London, EC4Y 1EU

Ofcom

Ofcom regulates us as part of the communications industry. Ofcom ensures, among other things, that all communications providers have a process for handling complaints. Ofcom doesn't investigate individual complaints on behalf of consumers or adjudicate, but it can provide guidance on the complaints process we have set out in this Code. You can find more information about Ofcom here http://www.ofcom.org.uk/.

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