First: Procedures for submitting and handling subscribers’ inquiries and complaints
- Sabafon subscribers have the right to submit their inquiries and complaints to the company about any of the telecommunications and value-added services provided by Sabafon to its subscribers, provided that the date of submitting the complaint does not exceed 60 days from the date of the case in the complaint.
- Sabafon subscribers can communicate with the company and submit inquiries and complaints through one of the following channels:
- Call 211 for customer service 24 hours a day, seven days a week for free.
- Sending a text message with the name of the service you want to inquire about from the Sabafon number to 211 is available 24/7 and a text message with reply will be received back right away.
- Visit the nearest Sabafon service center in Sana’a and other cities.
- Access the official website of Sabafon Company on the Internet: www.sabafon.com.ye
- Visit Sabafon’s social media pages.
- Sabafon takes all the technical available actions to address the subscribers’ complaints according to the available capabilities, unless there are reasons beyond the control of the company that prevent this.
- When the concerned employee receives the subscriber’s inquiry or complaint, he/she will respond to the inquiry or verify the matter of the complaint and solve it immediately if possible.
- when further verification of the subscriber’s complaint requires communication with other departments or relevant authorities is needed, the case of the subscriber’s complaint will be followed up and worked to be solved within 7 working days from the date of submitting the complaint.
- The subscriber’s number of complaint is used as a reference number for his complaint.
- The concerned department will further verify and scrutinize the subject of the subscriber’s complaint and work to address it within 24 hours.
- If further verification of the subscriber’s complaint calls for communication with other departments or relevant authorities, the verification is followed up and it is addressed within 7 working days from the date of submitting the complaint.
- If 7 working days have passed from the date of submitting the complaint without informing the subscriber of addressing his/her complaint, the subscriber submits a written complaint and delivers it to a Sabafon service center and takes a stamped receipt from the Sabafon service center.
- The subscriber is notified of the result of addressing his/her complaint via a text message, e-mail, or phone call upon completion of the verification of the complaint.
- The subscriber can turn to the Ministry of Communications and Information Technology if 15 working days have passed without informing him/her of the result of addressing his/her written complaint submitted to one of Sabafon’s service centers, or if the subscriber is not satisfied with the outcome of the complaint’s handling.
Second: Obligations of the complaining subscriber:
- Being accurate and correct in the information provided in the complaint.
- Read the terms of the contract carefully before committing and contracting with Sabafon, following up on the amendments that may occur to the contract, and adhering to the instructions and controls for using the service.
- Observe the correct technical conditions for telecommunications services and value-added services provided by Sabafon.
- Pay all the outstanding amounts due to Sabafon.
- Inform Sabafon of any changes in his/her mobile number, such as the loss or theft of his/her mobile phone SIM card, or modifications in personal circumstances that affect the contract signed with Sabafon.
- To view the list of subscribers’ complaints issued by the Ministry of Communications and Information Technology for the year 2020, click here
- To view the subscriber’ complaints sample issued by the Ministry of Communications and Information Technology for the year 2020, click here