AIR LINK COMMUNICATIONS LIMITED

CUSTOMER CHARTER

1.0 General

Air Link Communications (ALC) Limited is committed to always providing its customers with the highest quality of customer service that is efficient while respecting the confidentiality of all information in our possession. Feedback is encouraged by using customer surveys. At times if our services may not meet customers’ expectations, we welcome recommendations to find the necessary solutions. ALC’s Customer Service Charter provides you with information on how to file a complaint and the clear avenues available to provide feedback. Customers may also use this information to send us comments on our performance or give suggestions on how we can improve our services to you. ALC Customer Service Charter also sets out the quality of service and standard we hold ourselves to and in return meeting our customers’ expectations.

2.0 Accessibility

ALC is committed to being accessible to its customers by doing the following:

Our Customer Care and Technical teams are equipped to solve issues and rectify problems to avoid loss of service downtime in the shortest time frame possible.
Enabling our customers to contact us on telephone number 612-5465 (LINK) or email: support@airlinktt.net, online (through social media platforms and its website), in writing or in person to report any matters relating to their services with us.
Through real time updates by use of social media and text messages to inform and update our customers of any downtime (scheduled or non-scheduled).

3.0 Service Standards

At Air Link Communications, we strive to serve our customers to the best of our ability by catering for all their needs as it relates to our services. We remain committed to maintaining our service standards by also doing the following to provide the best possible customer experience:

Reasonable installation time frames for new customers.
Administering Quality Control Checks and Balances.
Finding resolutions in the shortest possible time.

4.0 Billing and Payments

ALC is committed to the following when dealing with customers' billing and payment cycles by implementing:

Provision of precise and clear bills which are easy to understand.
Different payment methods based on the customers’ needs.
Working with the customer to accommodate flexible payment options and solutions to assist those who are experiencing financial challenges.
Late Payments, Penalties, and Disconnection: Bills are due monthly. In the event of non-payment by the due date, NO late payment penalties are applied to the account. ALC reserves the right to suspend or disconnect services if accounts remain overdue, following formal notices to the customer. Services may also be disconnected in circumstances involving fraudulent use of services, breaches of the service agreement, or at the request of the customer.
Our website also provides information on how to access and pay your bills online: www.airlinktt.net.

5.0Waivers and Compensation

ALC stands behind the reliability of its network. In the event of prolonged, unscheduled service disruptions that fall below our guaranteed service standards, ALC will review accounts for applicable service credits or waivers.

Waivers and Credits: Approved credits or service waivers will be applied directly to the customer’s subsequent billing cycle.
Conditions: Compensation claims must be reported to our Customer Care team within the timeframe specified in our service level agreement, and do not apply to service disruptions caused by unavoidable events or customer-premise equipment tampering.

6.0 Technical Support and Equipment Procedures

Our Customer Care and Technical teams are equipped to solve issues and rectify problems to avoid loss of service downtime in the shortest time frame possible.

Our Customer Care and Technical teams are equipped to solve issues and rectify problems to avoid loss of service downtime in the shortest time frame possible.
Lost and Stolen Equipment: In the event that ALC-owned equipment (such as modems, routers, or set-top boxes) is lost or stolen, customers must report the incident to our Customer Care team immediately via telephone (612-5465) or email (support@airlinktt.net). This allows us to flag the hardware, prevent unauthorized network access, and schedule a replacement setup. Replacement fees for lost or stolen company property may apply.

7.0 Privacy Policy

ALC is committed to respecting their customers’ privacy and maintaining confidentiality. We secure all information in our possession by maintaining systems that are in full compliance with strict information security controls, standards, and procedures in keeping with laws and regulations.

8.0 Complaint Resolution Policy

Air Link Communications is open to receive all customer complaints and remains dedicated to:

Attending to your concerns or complaints promptly, thoroughly, and fairly;
Being courteous in our communication with you on how we propose to act and the expected time frame for resolution.
We aim to acknowledge all formal complaints within 24–48 hours. Standard inquiries and service issues must first go through our frontline support for initial troubleshooting and verification. In the event that a complex matter cannot be resolved during initial contact, it will be registered internally for a formal review and investigated systematically within our designated resolution timeframes.
ALC will take all measures and conditions to ensure that our services were provided to you in your best interest in respect of the quality of the service and equipment used to provide this service.