Consumer Complaint And Refund Policy

Consumer Complaint Process

 

At Global Nexus (GNX), our mission is to address any concerns you may have with efficiency and dedication, ensuring that you are satisfied with our response. While we strive to deliver exceptional service and minimize complaints, we understand that issues may arise. This process outlines the steps we follow to handle your concerns and resolve them quickly and effectively.

Complaint Handling Stages

 

  1. Lodging a Complaint: Customers can lodge a complaint within 60 business days of the incident by completing a complaint form, available on our website or at our office.
  2. Acknowledgment: Complaints are acknowledged within five (5) business days and assigned a unique identifier for tracking.
  3. Investigation: The complaint is thoroughly investigated to determine a resolution.
  4. Proposed Resolution:
    • If you are satisfied, the complaint is closed.
    • If you remain dissatisfied, the complaint is escalated internally for further review.
  5. Escalation: If dissatisfaction persists, GNX will refer the complaint to the Utilities Regulation and Competition Authority (URCA).

Definition of a Complaint

 

A complaint is defined as any expression of dissatisfaction by a customer about our services, with an expectation of a response or resolution.

Accessibility and Support

 

If you have disabilities or require assistance in completing the complaint form, we are happy to help. Complaints can be submitted through:

  • By Hand: Global Nexus Ltd, 208 Lagoon Court, Sandyport, Nassau, Bahamas
  • Email: complaints@globalnexus.com
  • WhatsApp: Contact us for details.

We retain complaint-related documentation for at least 12 months. If you are hearing or visually impaired, our team is available to guide you through the process and ensure accessibility.

Monitoring and Updates

 

We continuously monitor the efficiency and effectiveness of our complaint handling process and periodically review it. Significant updates will be posted on our website to keep customers informed.

Compensation and Refund Plan

Global Nexus is committed to delivering quality services and addressing any shortcomings with appropriate compensation measures. Below are the standards we uphold:

Quality of Service Targets and Compensation


Application Approval:

Applications are approved within two (2) business days. If delayed, $25.00 is deducted from your installation fee.

 

Service Activation:

  • Nassau and Grand Bahama: Activation within five (5) business days.
  • Abaco, Eleuthera, Exuma, and Andros: Activation within ten (10) business days.
  • Other Islands: Activation within twenty (20) business days.

 

Compensation:

Per diem credit for delays is applied to your monthly bill.

 

Customer Scheduled Appointments:

GNX notifies customers at least four (4) working hours before a scheduled appointment if changes are necessary. Delays beyond this result in $2.00/hour compensation, credited to your monthly bill.

 

Complaint Acknowledgment:

Billing or service-related complaints are acknowledged within five (5) business days. Delays accrue per diem compensation applied to your monthly bill.

 

Repeated Loss of Service:

If the same fault reoccurs within thirty (30) days of a previous repair, the following timelines apply for fault resolution:

  • Nassau and Grand Bahama: Repairs within three (3) business days.
  • Abaco, Eleuthera, Exuma, and Andros: Repairs within four (4) business days.
  • Other Islands: Repairs within five (5) business days.
  • Compensation: Per diem credit for delays is applied.

 

Wrongful Disconnection:

Services wrongfully disconnected will be reconnected within two (2) working hours. Delays beyond this are compensated at $2.00/hour.

 

Reconnection After Non-Payment:

Reconnection occurs within four (4) working hours following payment. Delays result in $2.00/hour compensation.

 

Compensation Calculation:

Per diem compensation is calculated by dividing the annual contract fee by 365.

Commitment to Accountability

At GNX, we prioritize customer satisfaction and hold ourselves accountable for meeting our service commitments. Our compensation and refund policies ensure fairness and transparency while maintaining high service standards. Should you have any concerns, our team is always available to assist.

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For further inquiries or assistance, contact us at info@globalnexus.com or call (242) 702-4800. Together, we aim to deliver excellence in service and care for all our valued customers.

24/7 SUPPORT

1-844-496-3987

Email: noc@globalnexus.com