Complaint Page

At Primetel, we place great importance on the continuous improvement of our services and on delivering an exceptional experience to our subscribers.

For this reason, we handle every complaint with seriousness, transparency, and responsibility. Each complaint we receive is recorded and assigned to a designated company representative, who investigates the matter in collaboration with the appropriate departments to ensure a thorough and objective evaluation.

How to Submit a Complaint

To proceed with submitting an official complaint, you may use any of the following methods:

Online Form (Recommended)

For an official complaint submission, please complete the online form.
Once submitted, our team will contact you within 48 hours.

By Telephone

• 133
• 80080333 (Monday to Thursday: 09:00–18:00, and Friday: 09:00–15:00)

At a Primetel store

You may visit any Primetel store to register your complaint.

If you choose to call us or visit a store, please:

• Clearly state that you wish to submit an official complaint.
• Provide specific information (what happened, when it happened, and which service it concerns) so that the representative can record it accurately.

Complaint Handling Process

1. Acknowledgment of Receipt
Once your complaint has been registered, you will receive a reference number.

2. Assignment to a designated representative
Your complaint is assigned to a designated representative who undertakes its review.

3. Investigation with the Relevant Departments
The representative examines the issue in collaboration with the appropriate departments (technical, billing, customer service, etc.) in order to identify the root cause of the problem and propose the correct solution.

4. Objective: Resolve the Issue as Quickly as Possible
We will contact you using the communication method you have indicated as your preference.

Update on the Outcome
Although each case is different, our goal is to review and resolve every complaint as quickly as possible. 
Once the investigation has been completed, you will be informed:

• Of the outcome
• Of the solution being proposed
• Of any actions that have already been taken

5. Notification in Case of Delays
If additional time is required (e.g., due to technical checks), you will be informed in a timely manner:
• Of the reason for the delay
• Of the new estimated completion time-frame

6. Completion and Recording
When the matter is concluded, the complaint is recorded as completed along with all actions taken. This process helps us improve our service quality in the future.