Telcoin defines a complaint as:

A “complaint” is a statement (in any form) from a customer made in a timely manner to Telcoin that expresses: 

• Dissatisfaction with a material part of Telcoin’s products, services or personnel; or
• A situation that is directly related to Telcoin’s provision of its products or services, which is materially unsatisfactory or unacceptable. 

For example, if you have suffered financial loss, material distress or material inconvenience due to the services provided by Telcoin. 

• Business days are considered to be Monday to Friday, from 9AM to 5PM local time in the jurisdiction where the complaint was received by Telcoin. 
• Any complaints received after the end of the business day will be treated as having been received on the following business day. 
• Complaints are timely made if Telcoin receives the complaint within 1 year after the facts underlying the complaint first arose, unless stated otherwise in the local addendum.