Complaints submission and handling procedure

At IPKO we are committed to ensuring that every complaint, request or concern of our customers is handled in a clear, transparent manner and within the established deadlines. If you have questions, need clarification or wish to file a complaint regarding our services, below you can find the contact methods and the procedure for handling your case.

1. Filing a complaint

A complaint or request for clarification can be filed through one of the following methods: By e-mail If you wish to file a written complaint or receive a response directly to your e-mail address, you can contact us through the official address:

info@ipko.com

Through the Customer Care Center

For general information, support, filing complaints or reporting service-related concerns, you can contact our customer care teams.

049 700 700

(free for calls within the IPKO network)

080070070
(free of charge from all operators in Kosovo)

The Customer Care Center is available 24 hours a day, 7 days a week.

049700900

(toll-free dedicated line for business customers)

Through Live Chat

If you want to communicate in real time and receive immediate support, you can use the Live Chat platform on the official IPKO website.

Live Chat – www.ipko.com

Through points of sale and customer care

If you prefer physical communication, your complaint or request can be submitted at any authorized IPKO point.

Through social networks

For additional communication and support, you can also contact us through IPKO’s official channels on social networks.

Official IPKO Channels

Facebook – IPKO

Facebook – Customer Care

Facebook – IPKO GAMES

Instagram – IPKO

2. Deadlines for filing a complaint

In order to enable the most efficient handling of the case, complaints must be filed within the following deadlines:

– within 15 days of receipt of the invoice, if the complaint is related to the invoiced amount.

– within 30 days of the provision of the service or the relevant action, if the complaint is related to the quality of the service or other issues arising from the provision of services.

3.Complaint Handling

After receiving the complaint:

 ✓ its receipt is confirmed;

✓ the customer is informed about the handling process;

✓ the complaint is reviewed by the responsible IPKO teams;

✓ the response is provided to the customer within 15 days from the date of receipt of the complaint.

If additional information is needed to handle the case, the customer may be contacted by the relevant teams or requested by him via email for additional information.

4. Dispute resolution

If the consumer is not satisfied with the service provider’s response to his/her complaint, or if he/she does not receive a response within 15 days from the date of receipt of the complaint, he/she has the right to address the Regulatory Authority for Electronic and Postal Communications (RAEPC), in accordance with the procedures and deadlines set out in the legislation in force.

In special cases where the Consumer informs the service provider of discrepancies between the actual performance of the service received and the level of service quality specified in the contract, and if the discrepancies are not eliminated within 15 days of receiving the notification, the Consumer has the right to file a complaint with the Regulatory Authority for Electronic and Postal Communications (RAEPC).

After receiving the complaint, RAEPC performs professional measurements on the Customer’s equipment to verify the compliance of the service quality level with the contracted conditions. In case of non-compliance, the Customer has the right to exercise the rights provided for under the signed contract and the legislation in force, including the right to terminate the contract in accordance with the applicable conditions.

IPKO remains committed to ensuring that every request and complaint is handled professionally, transparently and within the established deadlines, always focusing on the customer’s experience and trust.