Enhancing Voice/Data User Satisfaction – TRR FACTs Info-Vanuatu

Mobile Voice and internet/data usage continues to grow across Vanuatu in the past few months and years. At the same time the technical complexity and digital illiteracy rate (non-understanding of the terms and conditions of services and products that are available in the market) is also increasing. 

Therefore users of the existing services/products are required to be responsible to ensure their own protection, safety and security, surfing online services and or making phone calls from anywhere across Vanuatu or across the globe.

It is becoming a need for all users of the said services to be responsible to enhance their own knowledge on Telecommunications/ICT information and other important development in Vanuatu.

Telecommunications, Radiocommunications and Broadcasting Regulator (TRBR) as part of its consumer protection and other relations function released a mobile application named “TRR Facts Info-Vanuatu”.

Importantly for all users to note, the app has a functionality to lodge an online formal complaint to TRR whenever a consumer is not happy with his or her service provider, provided he or she has exhausted avenues to resolve the matter with his or her respective service provider.

This app can be used by any telecommunication user across Vanuatu who has access to a smart mobile phone handset or tablet that is able to access 3G/4G internet from either TVL or Digicel or from other internet service provider anywhere in Vanuatu.

When a Customer is not happy or satisfied with his/her Service provider on a specific service that he or she purchased; the following steps must be observed and followed:

  1. Contact your Service Provider and lodge your complaint on issues you have faced or facing;
  2. If you receive no response from your service provider within expected timeframe (5 working days), send your complaints to TRBR including your information communicated to your provider;
  3. If you don’t receive or not satisfied with the response from your service provider, you can also send in your complaint to TRBR by applying through TRR’s online complaint form currently available on its website (vu) or through the “TRR Facts Info”that has now released.
  4. TRBR will only mediate complaints provided with evidences.

The TRBR mobile app (TRR Facts Info) is now available on Google Play Store for anyone to download and install on their smart devices.  Currently the application only runs on the Android platform.

Should there be any issues with the application, please do not hesitate to contact TRR on Telephone 27621 and talk to the consumer officer or on email mobileapp@trbr.vu

Click on the button to install TRR Facts Info mobile app.