TRBR Complaint Handling Procedure

It is appropriate that the access to telecommunications services and products in Vanuatu by its citizens are reliable, of good quality and are affordable.

Information about these services and products must be clear, concise, and not misleading. If you feel you have been misled, not understood, or not provided sufficient information about a service or product or having any connection issues and wish to make a complaint, you have the right to do so.

Ensure you adhere to the following.

  1. Firstly, take your problem to your service provider – Digicel, Vodafone, Wantok etc. They are keen to provide you with the best services and are keen to assist solve your problem. It is their responsibility to do so. They can be reached on the following contacts.

Vodafone

Phone: 081111 (toll free)

Email: customercare@vodafone.com.vu

 

Digicel

Phone: 123 (toll free) / 5556001

Email: customercarevanuatu@digicelgroup.com

 

Wantok

Phone: 29833 / 9029833

Email: team@wantok.vu

 

  1. If you are not satisfied with how your problem or complaint was handled or feel they have treated you unfairly or receive no response from the service provider within 5 days, you can approach TRBR by submitting a formal complaint.

 

A formal complaint lodge to the TRBR can be done by.

  1. Completing a complaint form available on TRBR’s website (www.trbr.vu) along with evidence of communications with your service provider; or email: complaints@trbr.vu
  2. Visit the TRBR office or call the Office on 27621; or
  • Launch your complaint via TRBR App. that is available for both Android and IOS devices on Play store and App Store.

 

We may not address complaints made through social media and will only mediate for complaints with evidence.

For any further queries please call 27621 or send an email to enquiries@trbr.vu.

The CTG extension notice

The Office of the Telecommunications, Radiocommunications and Broadcasting Regulator is extending the  application dateline for the Community Telecommunications Grant (CTG) from the 31st of March to the 30th of April 2022. With the COVID-19 Alert – level 3 situation impact on our normal operations, the TRBR is ensuring sufficient timing for those that are interested to apply for the Grant.

Information on the Grant can be obtained at this link: https://www.trbr.vu/en/opportunities/ctg/2022 . Application forms may be completed online at the following link: https://www.trbr.vu/en/ctg-form    or downloaded at this link: https://www.trbr.vu/attachments/article/859/ctg_application_form.pdf

For further information or assistance, please email us at ctg@trbr.vu  or call us on +678 27621.

 

We are Open

Dear Customers,

The Office of the Telecommunications, Radiocommunications and Broadcasting Regulator (TRBR) wishes to advise that we are open this week under strict conditions.

Our office in Port Vila will open Monday to Friday from 9am to 3pm while Santo office will only open on Tuesday and Thursday from 9am to 3pm.

We will only be allowing customers during the above times and only on appointments.

Should you wish to see us, please call  27621 or send an email to erickasteward@trbr.vu and kalkoasamson@trbr.vu for arrangements. For Santo customers, please email antoinettenasse@trbr.vu.

For payments, please continue to use digital payment platforms especially for Licence, import permit and Type Approval certificates, to our BSP Account 2000 493 656.Please ensure you include full detail in the transaction reference field, so we can allocate your payment correctly.

Should you have any other question, please call us on 27621 or email enquiries@trbr.vu

We thank you for your understanding and stay safe.

Office Closure

Dear Valuable Customers,

The Office of the Telecommunications, Radiocommunications and Broadcasting Regulator (TRBR) wishes to advise that the TRBR Office in Port Vila and Santo

will be closed from
Friday 23 December 2022, 12 pm.

We will open our doors again on Tuesday 03 January 2023.

For urgent matters, please call (678) 27621 or
email enquiries@trbr.vu

Thank you for your understanding.

TRBR Management

Public Notice – Starlink Operations in Vanuatu

  1. Public Notice – Compulsory SIM Registration
  2. Office Closure Notice - TC Judy
  3. Notice: Bluetooth Exemption on ICT and RTTE Imported Devices
  4. Starlink Registration, QOS and Coverage audit and Complaint handling Procedure notice
  5. Notice of Office Relocation
  6. TRBR Type Approval Importation of RTTE, Radiocommunication, Broadcasting and Satellite Equipment Notice
  7. Information on Safety of GSM Mobile Frequencies

Page 7 of 9

Public Register