Complaints and Escalation Policy

ConnectWise Travel Hub is committed to providing accurate and helpful information regarding eSIMs for international travel. We understand that issues may arise, and we have established a clear process for addressing concerns and complaints. This policy outlines how to submit a complaint, our response commitments, and the escalation pathway.

How to File a Complaint

If you encounter an issue with our service or the information we provide, we encourage you to submit a formal complaint. This allows us to investigate thoroughly and work towards a resolution. To ensure efficient processing, please include the following essential details in your correspondence:

Inquiry Reference Number: If your complaint relates to a prior interaction (e.g., a support request), please provide the associated reference number.
Contact Date: The specific date or approximate timeframe when the issue or interaction occurred.
Detailed Problem Description: A comprehensive explanation of the issue, including relevant dates, specific information, and the impact it has had. The more detail provided, the more effectively we can address your concern.
Desired Resolution: Clearly state what outcome you expect from the complaint process.
Your Contact Information: Full name, email address, and preferred phone number for follow-up.

All complaints should be sent via email to [email protected]. Please use a clear subject line such as "Complaint - [Your Name] - [Brief Issue Summary]".

Response Timeframes

We are dedicated to addressing all complaints in a timely and structured manner. Our standard response commitments are as follows:

Acknowledgement Timeframe:: Upon receipt of your formal complaint, we aim to send an initial acknowledgement within two (2) business days. This communication will confirm that your complaint has been received and is being reviewed, along with an assigned internal reference number.
Resolution Timeframe:: Our objective is to investigate and provide a substantive response or resolution to your complaint within ten (10) business days from the date of initial acknowledgement. If the issue is complex and requires more extensive investigation, we will communicate an updated timeframe to you within this initial 10-day period.

Escalation Process

If you are not satisfied with the resolution or the handling of your complaint by our initial support team, you have the option to escalate your concern.

To escalate, please send a new email to [email protected] with the subject line clearly stating "Escalation - [Your Name] - [Original Issue Summary]". In this email, please include:

Your original complaint reference number.
A summary of why you are dissatisfied with the initial resolution or process.
Any new information you wish to provide.
Your desired outcome from the escalation.

An escalated complaint will be reviewed by a senior member of our team, independent of the initial handling, who will undertake a fresh assessment of your concerns. We will aim to provide a response to escalated complaints within five (5) business days of receipt.

What is Outside the Scope of Complaints

While we strive to assist our users comprehensively, certain types of inquiries fall outside the scope of our formal complaint process. These typically include:

General Inquiries: Questions about eSIM functionality, plan availability, or general travel advice that are not related to a specific service failure or dissatisfaction with our information.
Third-Party Provider Issues: Complaints directly related to the performance, billing, or policies of an eSIM provider whose plans we feature. While we provide information, we are not the service provider and cannot directly resolve issues pertaining to their network or services. We can, however, guide you on how to contact them.
Information Changes: Our platform provides information that is subject to change by external providers. While we aim for accuracy, minor discrepancies due to real-time changes by eSIM operators are generally not considered a complaint against our service, unless there is a demonstrable pattern of outdated or misleading information we failed to update.
Feedback and Suggestions: While valuable, suggestions for new features, content improvements, or general feedback should be directed to our general contact channels, not the formal complaint process.

If your inquiry falls into one of these categories, please use our standard contact methods for assistance.

Complaint Processing Steps

The following outlines the procedural steps taken once a complaint is submitted:

Receipt of Inquiry: The complaint is received via the designated email address ([email protected]).
Initial Screening: The complaint is screened to ensure it contains the necessary information (reference, contact date, description, etc.) and falls within our scope.
Acknowledgement & Logging: An initial acknowledgement is sent within two business days, confirming receipt and providing an internal reference number. The complaint is logged in our system.
Assignment & Investigation: The complaint is assigned to a relevant team member for investigation. This may involve reviewing internal records, communication logs, and published information.
Information Gathering: If necessary, the assigned team member may contact the complainant for further clarification or additional details.
Analysis & Resolution Formulation: The gathered information is analyzed, and a proposed resolution or explanation is formulated based on our policies and service commitments.
Communication of Resolution: A substantive response, including the findings and proposed resolution, is communicated to the complainant within the targeted ten business days.
Follow-up & Closure: The complaint is closed upon resolution or if the complainant confirms satisfaction. If the complainant is not satisfied, the escalation process is initiated.

Service Area: Worldwide eSIM Information Coverage

ConnectWise Travel Hub provides extensive information and comparisons for eSIM plans across a global spectrum. Our aim is to assist travelers in making informed decisions regardless of their destination. While our data covers a vast array of countries and regions, the availability, pricing, and performance of eSIM services can vary significantly.

We continuously update our database, but users should be aware of regional nuances that might influence their eSIM experience:

North America (USA, Canada, Mexico): Generally robust 4G/5G coverage in urban areas, with competitive plans. Rural connectivity can be more variable.
Europe (EU & UK): Excellent cross-border roaming options within the EU. Data speeds are high, and plans are abundant. Some countries outside the EU may have higher costs.
Southeast Asia: Very high eSIM adoption, especially in popular tourist destinations like Thailand, Vietnam, and Singapore. Often very affordable data plans, but rural island coverage might be limited.
Australia & New Zealand: Strong urban coverage, but vast geographical areas mean rural and remote regions may have limited or no service, even with traditional SIMs. eSIM plan availability is growing.
Africa: eSIM availability is expanding but can be less ubiquitous than other continents. Coverage quality varies significantly by country and region, with some areas having limited infrastructure.
South America: Major cities typically have good 4G coverage. Remote areas, especially in mountainous or jungle regions, can present connectivity challenges. eSIM options are becoming more common.
Middle East: Advanced network infrastructure in many countries, offering high-speed data. eSIM options are readily available in major hubs.
Oceania (excluding AU/NZ): Smaller island nations may have fewer eSIM options and potentially higher costs, with coverage focused on populated areas. Researching specific island connectivity is crucial.

Our platform endeavors to highlight these regional specificities where possible, allowing travelers to anticipate potential differences in service and plan availability. We recommend cross-referencing information with local provider websites for the most current details regarding specific destinations.

Frequently Asked Questions

What is the typical response time for a general inquiry, not a complaint?

General inquiries sent to our support email are typically acknowledged within 1 business day, with a full response aimed for within 3-5 business days, depending on the complexity of the question.

Can I complain about a specific eSIM provider's service directly through ConnectWise Travel Hub?

No, ConnectWise Travel Hub provides information and comparisons. We are not the direct eSIM service provider. For issues regarding an eSIM's network performance, billing, or specific terms, you must contact that particular eSIM provider directly. We can, however, offer guidance on how to find their support channels.

What if I don't have an inquiry reference number for my complaint?

While an inquiry reference number is helpful, it is not strictly mandatory if your complaint is about a new issue or general dissatisfaction. Please provide as much detail as possible about the specific interaction or content you are complaining about, including dates and specific web pages if applicable.

How long does the escalation process usually take?

Once an escalation email is received, a senior team member will review it. We aim to provide a response to escalated complaints within five (5) business days. Complex cases may require additional time, which will be communicated to you.

What constitutes a 'business day' for your response timeframes?

A business day is defined as Monday through Friday, excluding public holidays in New South Wales, Australia, where our primary operations are based. Our support team operates during standard Australian business hours.

Will my complaint be handled confidentially?

Yes, all complaints and personal information provided are handled with strict confidentiality in accordance with our Privacy Policy. Information is only shared internally with relevant personnel involved in the investigation and resolution process.

What if I'm not satisfied after the escalation process?

ConnectWise Travel Hub is committed to resolving all issues internally. If, after following our full escalation process, you remain unsatisfied, we recommend seeking independent advice regarding your consumer rights.

Can I complain about outdated information on a specific eSIM plan?

While minor, real-time changes by eSIM providers are common, if you notice significantly outdated or misleading information that impacts our service, please report it. If it constitutes a demonstrable failure on our part to maintain accuracy, it would be considered within scope for a complaint. Otherwise, it is better directed as feedback for content improvement.

Is there a phone number for filing complaints?

For formal complaints and their associated documentation, we require submission via email to [email protected]. This ensures a written record of the complaint and all supporting details, which is essential for our investigation process. Our phone number (+61 2 8006 0303) is primarily for general inquiries.