Customer Complaint Management Process

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Customer Complaint Process

  • You will be given Reference ID for your complaints.
  • Allo shall respond on feedback for enquiries on billing, network, and service connectivity within 48 hours
  • The restoration time for network and service connectivity may vary subject to the following.
    • Emergency fault or operational plan event, or
    • any damages caused by a third party (fiber cut, DDoS Attack etc), or
    • Force Majeure; or
    • delay related to Occupational Safety and Health Act.
  • However, Allo shall restore the interrupted service as soon as reasonably practicable upon cessation of the service.
    *Complex cases involving many parties may take up to 10 working days.
  • Your complaints considered closed upon signing of the dockets for the technical issues visited by our technical assistant.
  • For other cases, Allo will attempt to reach out to you either through call or SMS on notification of resolution.


Information needed

  • Account Number
  • Name as per NRIC
  • Unit number / House number / Address
  • Contact number
  • Email address



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