Customer Charter

The Dialog Customer Charter sets out our commitment to providing superior products and quality services encompassing the best multi-sensory information and communication technology that meets and surpasses customer needs and expectations. Our most valued assets and our greatest source of strength is you, the customer. Therefore, it is by focusing on what matters to you that we will continue to achieve success.

Service and Care


Quality Products and Services
  • Highly - trained and professional customer support staff will consistently provide you with friendly and reliable service.
  • We promise to serve our customers within 30 minutes at our service centers.
  • We aspire to deliver the best products and services with an unmatched value proposition and a strong commitment to quality.
  • To make out products and services more affordable and applicable in order to cater to all our customer segments.
  • To continuously improve our products and services in line with your feedback.
  • Provide personalised service with care and respect to customers with special needs.

Convenient access
  • We will serve you in any one of the 03 main languages (Sinhala, Tamil & English) 24 hours of the day, 07 days a week through our contact centre.
  • We offer tailor-made payment plans and flexible payment solutions for our products and services.
  • You are empowered to access our services through our self-service channels - IVR, SMS, W@P, USSD and the Dialog website
  • We aim to extend our reach and accessibility to rural communities by opening new service centres and franchise outlets and by expanding our branch and dealer network.
  • We aim to keep selected customer service outlets open on weekends and operate with extended working hours on weekdays.
  • We give you easy access to pay your bills and recharge your pre-paid account through our payment centres and pre-paid top up points, which are located island-wide or via D2D Ez Reload service.

Swift resolution of complaints
  • We aim to resolve your complaints within 48 working hours of receipt. We will provide you with progress reports until such time as your complaint is resolved to your satisfaction.
  • In the unlikely event of not meeting your requirements, your complaint will be reviewed by our Customer Service team for an alternate solution.

Privacy
  • We will keep your personal information private and secure including your phone calls and other communication. You may review our privacy statements by visiting www.dialog.lk and by clicking on the privacy statement link.
  • You will have access to your personal information that we have on record via our self-help channels and we will take steps to keep these details accurate and up-to-date.

Use of advanced technology to provide multiplicity of choice
  • We aim to deliver technologically advanced products and services on par with global industry standards, thus, keeping our promise of The Future Today.

Responding to your feedback
  • As customer satisfaction is of paramount importance at Dialog, we will seek your feedback through our customer service centres, through our website, through SMS surveys and via our IVR service. We will also conduct an annual survey to gauge customer satisfaction with the products and services offered by us.

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