beMOBILE | 73 Ke ya Rona!

Verbal

Verbal Complaints
Verbal complaints shall as far as possible be dealt with at the first line of contact to avoid escalation, this will either be telephonic or walk-in

Written

Individuals

Complaints through back office - Written complaints can either be faxed to 3133740 or emailed to complaints@beMOBILE.bw or customercare@beMOBILE.co.bw
Complaints through Call Center –

All written complaints for beMOBILE should be sent to customercare@beMOBILE.co.bw,
For BOTSNET and fixed line should be emailed to customercare@btc.bw,
All faults should be emailed to 141@btc.bw

Complaints through retail – All written complaints should be forwarded to back office for resolution.

Corporates

Corporate complaints will be faxed to 3133744 and shall be acknowledged within 12 hours and resolved within 5 working days
Corporate complaints received through Sales@bemobile.co.bw will be acknowledged within 12 hours and resolved within 5 working days
Customer complaints letters shall be signed by Head of Customer Care or the Head of Sales and Distribution

Turnaround Times

Type of complaint	Turnaround Time Individuals Corporate
Simple complaint	Immediate	Immediate
Investigate and resolve	8 hours	4 hours
Medium complexity	12 hours	8hours
Highly complex	16 hours	12 hours