Our Complaints & Escalation Policy
At Aralo Digital Travel, we are committed to providing clear, helpful, and accurate guidance for your eSIM needs. We understand that occasionally, issues may arise, and we are dedicated to resolving any concerns you may have efficiently and fairly. This policy outlines our process for handling complaints and provides a clear pathway for escalation should you feel your issue has not been adequately addressed.
We value your feedback as it helps us to continuously improve our services and ensure we meet the high standards we set for ourselves. Our aim is always to provide a positive experience, and this includes our approach to resolving disputes.
How to File a Complaint
If you have a complaint regarding the guidance or information provided by Aralo Digital Travel, please follow these steps to ensure your concern is registered and addressed promptly:
- Initial Contact: Please send an email to [email protected]. This ensures your complaint is formally logged.
- Essential Information: To help us understand and investigate your complaint thoroughly, please include the following details in your email:
- Enquiry Reference (if applicable): Any previous reference numbers related to your interaction with us.
- Date of Contact: The date or approximate date(s) of the interaction(s) that led to your complaint.
- Clear Description of the Issue: Provide a detailed explanation of what went wrong, including specific examples where possible. Be as factual as you can.
- Desired Outcome: Briefly state what you believe would be a fair resolution to your complaint.
Response Timelines
Upon receiving your complaint, we commit to the following response times:
- Acknowledgement: We will acknowledge receipt of your complaint via email within 2 business days of submission. This acknowledgement will confirm that we have received your message and are beginning our review.
- Resolution Aim: We aim to investigate and resolve your complaint within 10 business days from the date of acknowledgement. If, for any reason, we anticipate a delay beyond this period (for instance, if the issue is particularly complex or requires extensive investigation), we will inform you of the delay and provide an updated timeframe.
Escalation Process
Our goal is to resolve all complaints at the first point of contact. However, if you are not satisfied with the resolution provided or the way your complaint has been handled, you have the option to escalate your concern. To escalate a complaint:
- Second Tier Review: Please send a new email to [email protected].
- Subject Line: Ensure the subject line clearly states "Escalation".
- Details: In your email, reference your original complaint and explain why you are dissatisfied with the initial resolution. Please include any new information you believe is relevant.
Upon receiving an escalated complaint, it will be reviewed by a senior member of our team who was not involved in the initial handling of your complaint. They will conduct an independent review of your case and communicate their findings and proposed resolution to you within a reasonable timeframe, typically within another 10 business days.
What Falls Outside Our Complaint Scope
It's important to understand the scope of our services and, consequently, the boundaries of our complaints process. Aralo Digital Travel provides guidance, comparison, and selection assistance for eSIMs. We do not directly sell eSIMs or operate as a mobile network provider. Therefore, certain issues fall outside our direct complaint resolution capability:
- Issues with Third-Party eSIM Providers: We cannot directly resolve complaints related to the actual performance, billing, activation failures, or customer service of third-party eSIM providers (e.g., if your data plan stops working, you are overcharged by the provider, or you have difficulty activating an eSIM purchased from another company). For these issues, you must contact the specific eSIM provider directly.
- Network Coverage Problems: We provide information about network coverage based on publicly available data and provider claims. We cannot be held responsible for actual network performance in specific locations, as this is dependent on the infrastructure and service quality of the third-party network operator.
- Technical Problems with Your Device: If your mobile device is unable to support eSIMs, or if you encounter technical issues with your phone preventing eSIM installation or usage, these matters are typically outside our scope. We recommend contacting your device manufacturer or mobile carrier.
Our complaints process focuses on the quality and accuracy of the guidance, advice, or information we have provided to you. We encourage you to review our Terms and Conditions for a comprehensive understanding of our service limitations.
We appreciate your understanding and cooperation in adhering to this policy. Our commitment is to ensure transparency and fairness in all our dealings, and we look forward to assisting you effectively.