Customer Code of Practice

1. Purpose and Scope

OLOR The Customer Services Department of Lycamobile Portugal, Lda. (“Lycamobile”) provides a commitment at all levels of the department to the efficient, fair and courteous resolution of a Customer complaint. This includes having a Code of Practice that will guide both the Customer and Lycamobile in the handling of a Customer complaint.

This Code of Practice is intended to provide Customers with transparency on how to make a complaint, and to make Customers aware of the steps that will be taken during the complaint handling process.

In this Code of Practice, the “Customer” is sometimes referred to as “you” or “your”.

2. Changes to the Code of Practice

Changes to Lycamobile’s Code of Practice will be made in accordance with any regulatory requirements issued by ICP-ANACOM. Any such changes will be published on Lycamobile’s website.

3. Making a Complaint

There are several ways for you to make a complaint if you are not satisfied with the service provided by Lycamobile. It is the intention of Lycamobile to resolve a Customer complaint, where possible, during your first point of contact with Lycamobile. Where a complaint cannot be resolved in this way, you will be advised of a timescale for the investigation and resolution of your complaint by Lycamobile. You will also be given the opportunity to escalate the complaint within Lycamobile if you still are not satisfied with the resolution.

You must make a complaint within thirty (30) days of becoming aware of the facts. The different ways you may make a complaint about the service provided by Lycamobile are described below:

3.1 Telephone: A Customer may make a complaint by telephone via our Customer care lines by dialling 1632 from any Lycamobile pre-paid SIM Account. There is a charge of 21 cents per call from Lycamobile number.

If a Customer chooses, the Customer may instead contact the Customer care lines by dialling 26 500 16 32. Calls made to this number while the Customer is within Portugal will be charged at the standard tariff set out on Lycamobile’s website or the tariff set by the network operator whose network you are using if calling from a non-Lycamobile Account.

If a Customer is roaming internationally, the Customer may also contact the Customer care lines by dialling +351 92 000 16 32. Calls made to this number while the Customer is roaming internationally will be charged at the international roaming tariffs set out on Lycamobile’s website or the tariff set by the network operator whose network you are using if calling from a non-Lycamobile Account.
The Customer care lines are open from 8:00am to 8:00pm (UTC).

3.2 Letter: A Customer can make a complaint by posting a letter to the address for complaints at:
Customer Services Manager
Complaints Department
Lycamobile Portugal, Lda.
Avenida João Crisóstomo, 24
1050-127 Lisbon

3.3 E-mail: A Customer can make a complaint via email at: cs@lycamobile.pt

The Customer Services Department will promptly acknowledge all Customer complaints received, and not later than three (3) business days after receipt of the Customer complaint if sent by letter or e-mail.

4. Complaint Stages

The following are the stages in the Customer complaint handling process followed by Lycamobile:
Receipt of the Customer complaint
Acknowledgement of the Customer complaint
Investigation of the Customer complaint
Notification of resolution of the Customer complaint
Internal escalation of the Customer complaint (where necessary)

5. Complaint Types

The primary types of Complaints are described below.
Billing (including Top-Ups)
Network Quality
Roaming
Handset
Other

Prior to making a complaint, and to help the Customer Services Department to promptly resolve your complaint, you should consider which type of complaint you wish to make, and have at hand detailed information to provide to the Customer Services Department.

6. Timescales to Respond

In addition to the three business days to acknowledge a Customer complaint, the maximum timescales for Lycamobile to respond to the various types of Customer complaints are listed below:

Complaint Type Target Timescales to Respond
Billing (including Top-up) Within 5 working days – with no disconnection while a bona fide dispute is unresolved provided the Customer has paid the undisputed portion of the account
Network Quality / Coverage – Major (i.e., non-availability of several services with a substantial impairment of functionality) Within 8 hours in 99% of all incidents on a 12 month rolling basis
Network Quality / Coverage – Minor (i.e., impairment of several services with a limitation to functionality) Within 12 hours in 90% of all incidents on a 12 month rolling basis
Roaming Within 5 working days
Handset* 10 working days
Other* 10 working days

*Although Lycamobile does not provide handsets to Customers, a problem with your handset may result in network quality or coverage issues. Therefore, Lycamobile may ask you for details regarding the brand and model of your handset.

7. Progress Updates

The Customer Services Department will provide you will progress updates at regular intervals to keep you informed of the progress of the investigation into your complaint. In cases where the Customer Services Department is unable to resolve a Customer complaint within the target timescales, then the Customer Services Department will advise you of the revised timescales.

8. Escalating Complaint

If you are not satisfied with the way your complaint has been dealt with, you have the right to request an internal escalation of your complaint to the next level within the Customer Services Department.
8.1 Escalation Level 1: The Customer’s first point of contact with the Customer Services Department will be the First Line Customer Services Representative who will handle your query and provide a resolution. If you are not happy with the resolution, you may request that your complaint be escalated to the Customer Services Team Leader who in turn will attempt to resolve your complaint after coordination with the appropriate technical support teams. If you are satisfied with the resolution proposed by the Customer Services Team Leader, the Customer complaint will be closed.
8.2 Escalation Level 2: If you are not satisfied with the resolution proposed by the Customer Services Team Leader, you may request that your complaint be escalated by the Customer Services Team Leader to the Incident/Resolution Desk, who will deal with your complaint. If necessary, the Incident/Resolution Desk will contact you for further details of your complaint. If you are satisfied with the resolution proposed by the Incident/Resolution Desk, the Customer complaint will be closed.
8.3 Escalation Level 3: If you are not satisfied with the resolution proposed by the Business Support Team, you may request that your complaint be escalated by the Customer Services Team Leader to the Customer Services Manager via email or letter. The Customer Services Manager will review the complaint and make a final decision. If you are satisfied with the resolution proposed by the Customer Services Manager, the Customer complaint will be closed.
8.4 Governing Body: Lycamobile strives to satisfy every Customer and to resolve in an efficient, fair and courteous manner each Customer complaint. If however you are still not satisfied by the final resolution proposed by the Customer Services Manager, then you have the right to refer your complaint to ICP-ANACOM whose email address is listed below:
ICP-ANACOM
http://www.anacom.pt
On its website, ICP-ANACOM has a separate online form for making a Customer complaint.
Please note that a Customer’s statutory rights are not affected by this Code of Practice for the Handling of Customer Complaints. Any dispute can be submitted to the judicial courts or to the non judicial mechanisms for dispute resolution, such as mediation centres and arbitral courts.

9. Goodwill Guarantee Scheme

Lycamobile will endeavour to respond and resolve all Customer complaints within the Timescales to Respond. In some cases this may not be possible. In this event, on a case to case basis, the Customer Services Team Leader has the discretion to apply a credit to a Customer’s Account as a goodwill gesture.

10. Compensation for Service Interruption

In the event of a service interruption lasting more than six (6) hours in any one day, you will be entitled to compensation which will be credited to your Account as a percentage of monthly hours of service interruption or suspension calculated using your average consumption of services over the previous three (3) months.

11. Disconnections and Blocking

Lycamobile will not disconnect or block your Account when a bona fide Customer complaint remains unresolved. There are however circumstances where Lycamobile may disconnect or block your Account. These are described below.

11.1 Non-Use of the Services:If you do not use your SIM Card to make a voice call, or send a message or data, or if you do not purchase a Top-up using the Top-up Services, for a period of forty-five (45) days from the date you registered with us or activated your Account or your last use of the Services (whichever is later), Lycamobile will contact you by SMS or e-mail advising you that your SIM Card will be deactivated. Lycamobile will then provide you with an additional fifteen (15) days to make a voice call, send a message or data, or purchase a Top-up using the Top-up Services.

If you do not make a voice call, send a message or data, or purchase a Top-up using the Top-up Services within the additional fifteen (15) day period, your SIM Card will be deactivated after an additional seven (7) day grace period

If the SIM Card is deactivated, your specific telephone number will be reallocated to another Customer, you will not be able to access or use the Services, and you will not be entitled to a refund of any credit balance in your Account.

11.2 Misuse of the Services: If you misuse the Services, Lycamobile reserves the right to disconnect your service. When you subscribe to Lycamobile’s pre-paid Services, you agree not to use the SIM Card or the Services and not to permit another person to use your SIM Card or the Services:
fraudulently or in connection with a criminal offence,
for the purpose of making an unsolicited communication or storing and/ or communicating any material which is offensive, abusive, indecent, defamatory, obscene or menacing, a nuisance or a hoax, or which is a breach of privacy, an infringement of copyright, or is otherwise unlawful,
to knowingly and deliberately cause annoyance, inconvenience or needless anxiety to another person,
to make any offensive, abusive, indecent, defamatory, obscene or menacing call to any Customer Services Department representative,
to transmit a virus or other malicious software, use the Services in a manner that impairs the operation or security of the Network or may cause death, personal injury or damage to property,
with equipment that is not approved for use with the Network, including, but not limited to, SIM-boxes and SIM-gateways, and
to support calls to call forwarding services, onward calling services or calls to telephone numbers which pay a revenue share or resell to others or commercially exploit our Services.

12. Complaint Tracking

Lycamobile will ensure that all Customer complaints can be easily tracked to ensure traceability of all actions taken regarding a specific Customer complaint. The Customer Services Department will assign to your complaint a Unique Reference Number. When making a complaint, Lycamobile will advise you of the Unique Reference Number. Customers are advised to refer to their Unique Reference Number in all communications with the Customer Services Department.

13. Records Retention

Details of a Customer complaint will be retained for a minimum of one year following the resolution of the complaint. For billing purposes, Traffic Data and Location Data will be retained for six (6) months. However, for legal reasons, Traffic Data and Location Data will be retained for twelve (12) months.

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