Our Customer Service agents are equipped to deal with your complaints and will address
your complaint We shall endeavour to resolve your complaint in accordance with the
1. Billing / Top-Ups
within 5 working days.
We shall not disconnect whilst a bona fide dispute is unresolved provided the Customer
has paid the undisputed portion of the account.
2. Network Quality /Coverage Major (i.e. non-availability of several Services with
a substantial impairment of functionality)
within 8 hours
3. Network Quality /Coverage Minor (i.e. impairment of several services With a limitation
within 12 hours
within 5 working days
within 10 working days
within 10 working days
*We do not provide and/or sell handsets to customers, however a problem with your
handset may result in network quality coverage issues. Therefore, we may ask you
for details regarding the brand and model of your handset.
If you are not satisfied with how your complaint is handled, the Customer Service
agent can escalate your complaint to a team leader. In most cases, this will dealt
with immediately, however if the team leader is not available, they will aim to
call you back within 48 hours.
It the team leader fails to resolve your complaint, you may then refer it to Our
Customer Services Manager who will aim to address your complaint and make a final
decision within two working days.
If, following the above complaints procedure, feel that your complaint remains unresolved
you are may refer the matter to ICP-ANACOM by using their on-line customer complaints
form at http://www.anacom.pt
If we fail to respond and resolve your complaint within the timescales set out above,
our Customer Service Department has the discretion to apply credit to your Account
as a goodwill gesture depending on the circumstances.
Compensation for Service Interruption
If the Mundio Mobile Services is interrupted for more than six (6) hours in any one
day, you will be entitled to compensation which will be credited to your Account
as a percentage of monthly hours of the interruption to the Mundio Mobile Services
or suspension calculated using your average consumption of credit over the previous
three (3) months.
Disconnections and Blocking
We will not disconnect or block your Account when a bona fide complaint remains
unresolved. There are however circumstances where we may disconnect or block your
Account; which are set out below:
- Non-use of the Mundio Mobile Services – if you do not use your SIM card to make
a voice call, or send a message or data, or if you do not purchase and use a Voucher
for a period of ninety (90) days from the date you registered or activated your
Account or your last use of the Mundio Mobile Services (whichever is the later),
we will contact you by SMS or email advising you that your SIM Card will be deactivated.
We will provide you with an additional thirty (30) days to make a voice call, send
a message or data, or purchase a Voucher. If you do not make a voice call, send
a message or data, or purchase and use a Voucher within the additional thirty (30)
day period, your SIM card will be deactivated. If the SIM card is deactivated, you
specific mobile telephone number will be reallocated to another customer, you will
not be able to access or use the Mundio Mobile Services, and you will not be entitled
to a refund of any credit balance in your Account.
- Misuse of the Mundio Mobile Services – if you misuse the Mundio Mobile Services,
we reserve the right to disconnect your services. When you subscribe to our pre-paid
Mundio Mobile Services, you agree not to use the SIM card or the Mundio Mobile Services
and not to permit another person to use your SIM card or the Mundio Mobile Services:
- fraudulently or in connection with a criminal offence;
- for the purposes of making an unsolicited communication or storing and/or communicating
any material which is offensive, abusive, indecent, defamatory, obscene or menacing,
a nuisance or a hoax or which is a breach of privacy, an infringement or copyright
or is otherwise unlawful;
- to knowingly and deliberately cause annoyance, inconvenience or needless anxiety
to another person,
- to make any offensive, abusive, indecent, defamatory, obscene or menacing call to
any Customer Services Department representative, cause death, personal injury or
damage to property;
- with equipment that is not approved for use with the Network, including, but not
limited to, SIM-boxes and SIM-gateways; and
- to support calls to call forwarding services, onward calling services or calls to
telephone numbers which pay a revenue share or resell to others or commercially
exploit our Services.
We will ensure that all customer complaints can be easily tracked to ensure traceability
of all actions taken regarding a specific customer complaint. The Customer Service
Department will assign to your complaint a Unique Reference Number. Customers are
advised to refer to their Unique Reference Number in all communications with the
Customer Service Department.
Details of a customer complaint will be retained for a minimum of one year following
the resolution of the complaint. For billing purposes, Traffic Data and Location
Data, records will be retained for a minimum of six (6) months. However, for legal
reasons Traffic Data and Location Data will be retained for a minimum of twelve