Our customers are the most valued assets. Their contributions are unsurpassed in fostering the growth and sustainability of our business. Therefore, our customers must be rendered the finest customer care that results in total customer satisfaction and delight consistently during every customer interaction & Dialog's customer service must be unanimously acclaimed to be undoubtedly the best.

Our customer service team will take pride in offering service delivery with the following "care assurances"

The customer is always priority & will be treated with the highest respect. The customer will always be provided with appropriate information in order to make the right decision.

The customer requirement(s) will always be attended to expeditiously. The customer will always be guaranteed the most professional customer care, in order to satisfy and delight.

The division's unrelenting emphasis on quality customer care will become our most treasured comparative advantage, ensuring the consolidation of our position as the "Best customer service provider in Sri Lanka".

Staying Connected - Pledge To Activate Your Connection Within 4 Working Hours

We will make sure that all your activation /reconnection requests are processed and completed within 4 hours if you visit any of our Customer experience centers .we know that you always reach us with a quick solution in mind, and it is our responsibility to meet your needs as promised.

Claim

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.

(E.g. : at the event of the transaction all required documentation should be in place).


Pledge To Respond To Your Correspondence Within 2 Hours

Upon receiving your request we pledge to respond to your query within 2 hours. We consider all your complaints and concerns highly important, that is why we have dedicated teams to respond and to attend to requests without a delay.

Email/Fax 2 working days Claim
Social Media 2 hours Claim
Twitter           2 hours Claim
Complaints (non technical) 2 hours Claim
Chat Online Claim
SMS 2 hours Claim

Note

Working hours

  • Email/Fax, SMS - 8am - 8pm (365 days)
  • Social Media - Weekdays : 9am to 6pm | Weekends/Holidays : 11am to 7pm
  • Complaints (non technical- Weekdays : 8.30am to 5pm | Weekends/Holidays : 9am to 5pm
  • Chat - 24 x 7

(Please note that certain technical queries may take longer than mentioned)

  • 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.

Pledge To Provide to Accessible Efficient Service

We have made efforts to provide 24/7 continuous support through various streams, by providing multiple options to reach us as and when you require .Now you have the option of reaching us through Facebook ,twitter ,Email, SMS, chat and also we have brought the technology closer to your fingertips through the Self-care app .

Claim

You can contact us via


Pledge to Fix you Dialog Television Connection Within 5 Working Days

We will make sure that your DTV Connection is fixed within two working days in Colombo and three working days in outstations upon your request, and will put extra effort to bring the best entertainment to your Door step without any delays.

Claim

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.
    (E.g.: at the event of the transaction all required documentation should be in place).
  • Applicable for DTV postpaid connections only
  • Not applicable during any promotional periods.
  • Claims made against this pledge subjected to be verified.

Pledge to Deliver Your Bill on Time

We pledge to deliver your bill within a period of 5-7 working days after your bill Cycle is completed. Never wait and wonder about your bill again. We will ensure that it is delivered to you on time Also we have provided an ebill option for your convenience to make sure that you get the bill on time. We also recommend ebill services ebill@dialog.lk and register

Claim

Note: Please note that the above dates are subjected to change due

Notes

  • 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.

Pledge to Provide your Refunds and Waviers Within 7 Working Days

We pledge to provide Waivers and refunds within a period of 7 working days, and we understand that it is important for you to get the requested wavier /refund during the desired time frame.

Claim


Pledge to Provide Service at Your Door Step 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"

Please note that the above statement will only be applicable for cv and platinum Customers

Claim

Note

  • Applicable within Colombo city limits only.
  • Failure to keep our pledge will result in the waiver of one month's rental.

Failure to keep our pledge will result in the waiver of one month's rental