Complaints & Disputes

Last updated: 11 September 2026

1. Contact us first

We want to resolve service and billing problems directly. Send a complaint to our contact details with the subject "Complaint".

Please include:

• your name and contact email;
• order number;
• relevant eSIM/plan details;
• destination and device model for technical issues;
• a clear description of the problem;
• the outcome you are requesting;
• relevant screenshots, receipts or previous support correspondence where useful.

2. Response target

We aim to acknowledge complaints within 2 business days and to provide a substantive response or meaningful status update within 15 calendar days where reasonably possible. Complex technical, fraud or cross-network investigations may take longer; if so, we will explain the status.

3. Escalation inside Utelenet

If you are dissatisfied with the first response, reply and request escalation. A different team member or manager should review the complaint where practical.

4. Consumer protection authorities

If you are an EU consumer, you may have the right to contact the consumer protection body or European Consumer Centre relevant to your country.

In Cyprus, general consumer information and complaint routes are available through the Consumer Protection Service at https://consumer.gov.cy/. The public Consumer Helpline is 1429.

5. Electronic communications regulator

Where the matter falls within the jurisdiction of the Cyprus electronic communications regulator, complaint routes may be available through the Office of the Commissioner of Electronic Communications and Postal Regulation (OCECPR) at https://ocecpr.ee.cy/. Consumers should normally first give the provider an opportunity to resolve the complaint.

The exact regulator route depends on the legal classification of the service and our regulatory status.

6. Privacy complaints

For personal-data matters, contact us at our contact details. You may also complain to the competent data-protection supervisory authority. In Cyprus, this is the Office of the Commissioner for Personal Data Protection: https://www.dataprotection.gov.cy/.

7. Courts and mandatory rights

This complaints process does not remove any right to bring a claim before a competent court or use another mandatory dispute-resolution mechanism.

8. EU Online Dispute Resolution platform

We do not link to the former EU Online Dispute Resolution (ODR) platform because that platform was discontinued in 2025. Any future mandatory EU dispute-resolution information will be added if and when applicable.