Dispute Resolution Policy
Effective 2026-08-07 · Version 1.0
This policy explains how to raise a concern with CO.OP NDS, what we will do about it, how long it should take, and where to take it if we cannot settle it between us. It covers billing, payments, refunds, service quality, and personal data concerns.
1. Principles
- Every dispute is acknowledged. Nothing is ignored.
- Raising a dispute is free. We do not charge for investigating a complaint.
- While a billing amount is genuinely under dispute, we will not suspend your service for non-payment of the disputed portion. Undisputed amounts remain due.
- We put our findings in writing, whether or not the outcome is in your favor.
2. Step 1 — Raise it with us
Contact us through any channel on our Customer Service page. Please provide:
- your account number or account name and service address;
- what specifically you are disputing — the invoice number, the charge, the payment reference, or the dates of the service problem;
- the outcome you are seeking;
- any supporting document: a receipt, a deposit slip, a screenshot of your card or e-wallet statement, or a photo of the equipment.
| Stage | Timeframe |
|---|---|
| We acknowledge your dispute and give you a reference number | Within 24 hours |
| We investigate and give you a written outcome | Within 7 business days |
| If the investigation needs longer, we tell you why and commit to a date | Before day 7 |
| Approved credits appear on your account | Immediately upon approval |
| Approved cash reversals reach your original payment method | Within 10 banking days |
3. Step 2 — Escalate within our organization
If you are not satisfied with the outcome, or if more than 15 business days have passed without a resolution, ask for the matter to be escalated to management. Say the words "I want to escalate this" and quote your reference number — our staff are instructed to pass it up without argument.
Escalated matters are reviewed by a manager who was not involved in the original decision. You will receive a written response within a further 7 business days.
4. Step 3 — External escalation
If we still cannot resolve it, you are free to bring the matter to the appropriate authority. We will cooperate fully with any of them and will provide you with copies of your account records on request.
| Nature of the dispute | Where to bring it |
|---|---|
| Internet service quality, outages, installation, or billing as a telecommunications subscriber | National Telecommunications Commission (NTC) — the regional office covering your province. ntc.gov.ph |
| Consumer rights, misleading representations, or unfair sales practice | Department of Trade and Industry (DTI) Consumer Protection — 1-384 (DTI Consumer Care). dti.gov.ph |
| Personal data — access, correction, deletion, or a suspected breach | National Privacy Commission (NPC), PICC Complex, Pasay City. privacy.gov.ph |
| An unauthorized or incorrect card or e-wallet charge | Your card issuer or e-wallet provider. For concerns about the payment processor itself, the Bangko Sentral ng Pilipinas (BSP) Consumer Assistance Mechanism. bsp.gov.ph |
| Matters concerning our conduct as a registered cooperative, or your rights as a member | Cooperative Development Authority (CDA) — the regional office covering your province. cda.gov.ph |
5. Card chargebacks
If you dispute a card charge directly with your bank, the bank will ask us for documentation and the process typically takes several weeks. Contacting us first is almost always faster, and we can issue a credit or reversal directly. Doing so does not waive your right to dispute the charge with your issuer afterwards.
Where a chargeback is filed against a charge that turns out to be valid and undisputed, the amount is restored to your outstanding balance and normal collection terms apply.
6. Barangay conciliation and the courts
For disputes between parties residing in the same city or municipality, Philippine law may require referral to the barangay for conciliation under the Katarungang Pambarangay before a case can be filed in court. Nothing in this policy prevents either party from seeking relief before the proper courts of our principal place of business, or before any small claims court of competent jurisdiction.
7. Records
We keep a record of every dispute, its investigation, and its outcome. You may request a copy of the record of your own dispute at any time.
8. Contact for disputes
[email protected]
099999999
T. Camacho, Balanga, Bataan