Complaints Procedure

Customer Complaints Policy and Procedure

This policy has been created to provide our customers with a clear process of how to make a complaint and thereafter how the complaint will be handled by us.

This policy may be amended from time to time in accordance with any regulatory requirement issued by ICP-ANACOM. Any such changes will be published on our website.

Our Complaints Procedure

We are committed to addressing all complaints, including requests for refunds, as quickly and fairly as possible utilising our complaints handling procedure.
In the first instance we ask that you contact our Customer Services Department by one of the following means:

  • Telephone: +351 923 290 126
  • Email: [email protected]
  • Web:
  • By mail: Mundio Mobile Lda, Customer Services,
    Largo Rafael Bordalo Pinheiro, 16 (ao Chiado)
    1200- 369 Lisboa, Portugal

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 following timescales:

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 of functionality)

within 12 hours

4. Roaming

within 5 working days

5. Handsets*

within 10 working days

6. Other

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

Goodwill Guarantee

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.

Complaint tracking

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.

Record Retention

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 (12) months.