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Consumer Complaints

Introduction

The Authority for Info-communications Technology Industry of Brunei Darussalam (AITI) has its own Complaint Handling Process in order to carry out its duty of ensuring that telecommunications services are reasonably accessible to all people in Brunei Darussalam, and are supplied as efficiently and economically as practicable and at performance standards that reasonably meet the social, industrial and commercial needs of Brunei Darussalam.

Consumers can lodge complaints with AITI about:

  • Telecommunications Services

    • Fixed line and cellular mobile services:

    • No cellular mobile coverage,

    • Dropped calls,

    • Billing errors etc.

  • Internet Services

    • Dial-up, broadband and mobile broadband services.

      • Quality

      • Speed etc

However, AITI is only able to act on complaints relating to telecommunications licensees holding licences from AITI. 

Complaints may be referred to AITI in the following circumstances: 

  1. Where the licensee fails to respond to the complaint within 48 hours of lodgment with the customer service contact, or

  2. Where you are not satisfied with the resolution provided. 

If you wish to refer complaints to AITI, please do make it through AITI Online System.


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