Complaints Procedure

Cable Bahamas Ltd prides itself as being a company built on excellent customer service. If you are dissatisfied with our services, you have a right to complain to us.

Important: Complaints must be lodged within sixty (60) business days after the occurrence of the incident. Hard copies of this procedure and complaint forms are available at our Robinson Road office or any Family Island branch, free of charge.

How You Can Complain

Complete our Complaint Form and submit it to us. Along with your form you may be required to submit supporting information and/or documentation relating to the complaint, including letters, contracts, agreements, e-mails or any other related evidence. All documentation submitted will be retained by us for a minimum period of 12 months.

You may submit a complaint by:

Online

Complete the form below on this page

complaints@cablebahamas.com

Visit Us

Cable Bahamas Ltd, Robinson Road P.O. Box CB 13050, Nassau

Call Us

601-2200 (Nassau) · 602-8800 (Freeport)

Business Hours: Monday – Friday: 8:00am – 8:00pm | Saturday: 8:00am – 5:00pm

What We'll Do & When We'll Do It

Complaint Lodged

You submit your complaint with supporting information.

Unique Identifier Issued

We issue a unique code so you can track your complaint.

Acknowledged Within 5 Days

We acknowledge receipt and advise when to expect a response.

Investigation

We investigate your complaint thoroughly.

Internal Escalation (if needed)

Your complaint escalates to Manager → Director → VP if unresolved.

Resolution & Closure

You are notified of the resolution. Resolution within 30 business days.

If You're Still Dissatisfied

If you're still dissatisfied having followed the process above, and thirty (30) business days have passed since you complained, you can refer your complaint to the Utilities Regulation and Competition Authority (URCA).

URCA — urcabahamas.bs

Submit Your Complaint

Account Holder Information

First Name *

Last Name *

Account Number

Phone *

Email *

Complainant Information

Complete this section if the person making the complaint is not the account holder.

Complainant First Name

Complainant Last Name

Complainant Email

Complaint Summary *

Remedy Requested *

Additional Comments

Your complaint will be acknowledged within 5 business days and a unique reference code will be issued.

Key Timelines

Lodge complaint Within 60 business days of incident

Acknowledgement Within 5 business days

Resolution target Within 30 business days

Escalation to URCA After 30 business days if unresolved

Need Help?

If you are disabled, physically challenged or incapacitated and wish to appoint a representative, we will be happy to assist provided proper identification is provided.

601-2200 (Nassau) 602-8800 (Freeport)