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Pledge to connect you within 24 hours

We will ensure that all connections accepted and processed via Dialog Service Centres are activated within 24 hours. Your convenience is paramount, that’s why when you apply for a connection at outlets, it will be processed and activated within 24 hours.

Note

• All mandatory requirements for the subscription must be completed.
• Terms and conditions stated in the subscription forms will apply.
• These terms will not be applicable for transactions processed on pending documents.
• (Eg: at the event of the transaction all required documentation should be in place).

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Pledge to respond to your correspondence within 2 working days

Upon receiving your letter, fax or email at the respective division, we will respond to you within two working days (Excluding weekends & Mercantile Holidays).

Note

• The response time for letters received via fax & post is subject to change depending on the nature of your complaint, request or inquiry.
• Postal delays will not be applicable.
• The response time for letters is subject to change in the event verification or further information is required.

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Pledge to provide accessible and efficient service

We understand that you have a busy schedule, that’s why we offer you a wide range of options in order to obtain our services or contact us. Our Multiple self care options are available via IVR, SMS, and USSD in order to enhance your convenience; in addition we are contactable via numerous channels such as E mail, SMS hotline, and online chat.

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Pledge to deliver your Bill

Never wait and wonder about your bill again. We will ensure that it is delivered to you on time. Claims shall not be processed for the following incidents:

• When bills are returned due to subscriber / company shifting location etc.
• If the bills given to a courier service for delivery are returned due to the reasons listed below
  • No one to accept or refusal to accept the bill.
  • Inability to locate the address.
  • High security zones, where a 3rd party is not permitted to enter.
  • Incorrect address.
  • Areas, where courier service is not provided.
• If the delivery of bills are delayed due to bad weather or acts of nature, security reasons, strikes/picketing and other transportation problems.

Failure to keep this pledge will result in the waiver of one month’s rental.

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Pledge to provide service at your doorstep within 120 minutes

“You will find us at your doorstep in two hours to serve you, after receiving your call to the Club Vision hotline on 777 678 680“

Note

• Applicable within Colombo city limits only.

Failure to keep this pledge will result in the waiver of one month’s rental.

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