Policies: Complaints & Escalation

Terms on this page

• Complaint
• Escalation
• Response Timeframe
• Service Area

How to File a Complaint

Should you encounter an issue or wish to express dissatisfaction with our services or the information provided, we encourage you to file a formal complaint. This allows us to investigate thoroughly and implement corrective actions where necessary.

Required Information for Complaint Submission:

• Inquiry Reference Number: If your complaint relates to a previous interaction, please provide the reference number or ticket ID. This helps us quickly locate relevant communication and context.
• Date of Contact/Interaction: Specify the date or approximate date when the issue occurred or when you last interacted with our service regarding the matter.
• Detailed Problem Description: Clearly and concisely describe the nature of your complaint. Include all relevant details, specific dates, times, individuals involved (if applicable), and any documentation or evidence that supports your claim. Vague descriptions may delay the investigation process.
• Desired Outcome: State what resolution you are seeking. This helps us understand your expectations and work towards a mutually satisfactory conclusion.

All complaints should be submitted via email to [email protected]. Please use a clear subject line such as "Complaint - [Your Name] - [Brief Topic]".

Complaint Processing Steps

Our complaint handling process is structured to ensure fairness, transparency, and timely resolution. The following steps detail how your complaint will be managed:

1. Step 1: Inquiry Submission - The client submits a formal complaint via email to [email protected], including all required information as detailed above.
2. Step 2: Initial Acknowledgment - Upon receipt of the complaint, an automated or manual acknowledgment will be sent within 2 business days, confirming that your complaint has been received and logged. This acknowledgment will include a unique complaint reference number.
3. Step 3: Internal Review & Investigation - Our dedicated team will conduct an initial review of the complaint details. This may involve gathering further information, consulting relevant internal records, and liaising with staff members involved.
4. Step 4: Information Gathering - If additional details are required from the complainant, we will contact you via email to request this information. Prompt responses help expedite the process.
5. Step 5: Assessment and Analysis - The collected information is thoroughly assessed against our service standards and operational procedures to determine the root cause of the issue and potential solutions.
6. Step 6: Proposed Resolution Formulation - Based on the assessment, a proposed resolution or course of action is developed. This aims to address the core of the complaint and meet the desired outcome where feasible.
7. Step 7: Resolution Communication - The proposed resolution, along with an explanation of our findings, will be communicated to the complainant via email. We aim to provide a full resolution or a detailed progress update within 10 business days from the initial acknowledgment.
8. Step 8: Resolution Acceptance or Escalation - The complainant can either accept the proposed resolution, in which case the complaint is closed, or, if unsatisfied, proceed with the escalation process outlined below.
9. Step 9: Follow-up (if applicable) - In some cases, a follow-up may be conducted to ensure the resolution has been effectively implemented and the complainant is satisfied.

Response Timeframes

Response Timeframe:

We are committed to timely communication throughout the complaint process.

• Acknowledgment: All formal complaints will be acknowledged within 2 business days of receipt. This acknowledgment will include a unique reference number for your complaint.
• Resolution Target: We aim to provide a comprehensive resolution or a detailed progress update within 10 business days from the initial acknowledgment. Complex cases may require additional time, in which instance we will communicate the revised timeframe to you.

Escalation Process

If you are not satisfied with the resolution provided after following the initial complaint process, you have the option to escalate your complaint.

Escalation Process:

To escalate your complaint, please send a new email to [email protected]. The subject line must clearly state "ESCALATION - [Original Complaint Reference Number] - [Your Name]". In the body of the email, please:

• Reference your original complaint number.
• Briefly explain why you are dissatisfied with the initial resolution.
• Reiterate your desired outcome, if it has changed, or clarify it further.

An escalated complaint will be reviewed by a senior member of our team who was not involved in the initial handling of your complaint. We aim to provide a final response to escalated complaints within an additional 5 business days.

What is Outside the Scope of Complaints

While we strive to address all legitimate concerns, certain issues fall outside the scope of our formal complaint process. These typically include:

• General Inquiries: Questions about eSIM plans, technical support for device settings, or general information requests that do not pertain to a specific issue with our service or advice. These should be directed to our general support channels.
• Third-Party Service Issues: Complaints directly related to the performance or service of an eSIM provider, network carrier, or any other third-party service that we have merely provided information about. Our role is to offer guidance and comparison; the actual service delivery rests with the respective provider.
• Consequences of Non-Compliance: Issues arising from a user's failure to follow instructions provided by us or the eSIM provider, or failure to meet the requirements for eSIM activation or usage.
• Subjective Preferences: Dissatisfaction based purely on personal preference where the service or information provided met stated criteria.
• Information Changes: Complaints regarding changes in pricing, terms, or availability by third-party eSIM providers after our information was published, where we have not yet had the opportunity to update our records. We advise users to always verify details directly with providers.

If your concern falls into one of these categories, we recommend contacting the relevant third-party provider directly or utilizing our general support channels for assistance.

Service Area: Worldwide eSIM Information Coverage

ConnectWise Travel Hub provides extensive information on eSIM options for international travel, covering a vast service area globally. Our aim is to empower travelers with data on eSIM availability, pricing, and features across diverse regions.

Service Area Definition:

The Service Area refers to the geographical scope within which ConnectWise Travel Hub offers information and guidance on eSIM options. This encompasses a broad range of countries and regions, although specific coverage and plan characteristics can vary significantly.

Regional Nuances in eSIM Information:

• Europe: Generally offers extensive eSIM coverage with numerous regional and country-specific plans. Data bundles are competitive, and multi-country options are prevalent. Information focuses on comprehensive regional passes and individual country specifics.
• North America (USA, Canada, Mexico): Features robust eSIM markets, especially for data-centric plans. Our guidance highlights providers with strong domestic networks and cross-border compatibility within the continent.
• Southeast Asia: A rapidly growing market for eSIMs, with increasing local provider participation alongside global options. Information often includes details on local data packages and options for multi-country travel within the region. Nuances involve varying data speeds and network reliability across different island nations or developing areas.
• Africa: eSIM availability is expanding but can be more fragmented. Our information emphasizes regional eSIMs and providers that offer coverage in multiple African nations, noting potential limitations in rural areas or specific countries with less developed digital infrastructure.
• South America: eSIM adoption is steadily increasing. We provide insights into providers offering continent-wide coverage or strong presence in major tourist destinations, acknowledging that rural coverage can be less consistent.
• Oceania (Australia, New Zealand, Pacific Islands): Good eSIM options for Australia and New Zealand. For smaller Pacific Islands, information can be more limited, focusing on global eSIMs that include these destinations or specific local options where available.
• Middle East: A diverse region with varying levels of eSIM penetration. Our guidance covers major hubs with strong connectivity and highlights options for travelers visiting multiple countries in the area, noting potential restrictions in certain jurisdictions.

Our content aims to reflect these regional differences, providing insights into potential advantages or limitations you might encounter when choosing an eSIM for a specific part of the world. We continuously update our database to ensure the most current and relevant information is available for your travel planning.

Glossary of Terms

Complaint:

A formal expression of dissatisfaction with the service or information provided by ConnectWise Travel Hub, requiring investigation and a documented response.

Escalation:

The process by which an unresolved or unsatisfactorily resolved complaint is referred to a higher level of authority within ConnectWise Travel Hub for further review and a final decision.

Resolution:

The outcome of the complaint process, which addresses the issue raised by the complainant and provides a satisfactory remedy or explanation.

Response Timeframe:

The stipulated period within which ConnectWise Travel Hub commits to acknowledging, updating, or resolving a complaint.

Service Area:

The geographical scope or regions for which ConnectWise Travel Hub provides information and guidance on eSIM options.