Complaint Escalation Matrix

Complaint Escalation Matrix

Customer Care Number : 8338892233, 8338893344, 8338894455

Complaint Centre shall :
a. At the time of registering of the complaint, communicate, through call, to the consumer the ticket number, date and time of registration of the complaint.
b. Update the system with the date and time of registration of the complaint, ticket number assigned.
On Completion of action on a complaint :
a. Communicate to the consumer, through sms, on resolving the complaint; and
b. Update the system with the details of action taken.
c. If the complaint is not resolved to the satisfaction of the consumer, the consumer can appeal to Appellate Authority within thirty days of closure of complaint.
Turnaround Time for Onsite Support :
a. Residential Broadband Customers – Within 24-48 hours or before.
b. Business Broadband Customers – Within 12-24 hours or before.
c. Leased Line Customers – Within 1-4 hours or before

Turnaround Time for Onsite Support :
a. Residential Broadband Customers – Within 24-48 hours or before.
b. Business Broadband Customers – Within 12-24 hours or before.
c. Leased Line Customers – Within 1-4 hours or before

Incase issues are not addressed, Customers can reach out to the below contact numbers

Support Email : support@wiretel.in
Sales & Marketing Email : hello@wiretel.in
Support Officer : soumya.sahu@wiretel.in
Chief Marketing Officer : nalini@wiretel.in
Chief Executive Officer : abhijeet.panda@wiretel.in