If you have a complaint about your Starlink Services or Kits, we want to help you resolve it as soon as possible. You may submit a complaint by any one of the following methods:
Open a Ticket:
The quickest way to receive a resolution is to log into your Starlink Account in the Customer Support Portal and submit a Customer Support Request describing your issue and your desired resolution.
Please include “Consumer Compliant” in the subject of your ticket request.
By Email:
Send an email describing your issue and your desired resolution to starlinkresolutions@spacex.com. Please include “Consumer Compliant” and your Starlink Account # in the subject of your email. Where applicable, include the following: (i) explain how and when the problem first arose; (ii) describe any safety concerns and/or personal injury or property damage that occurred; (iii) describe in detail any monetary compensation you believe you are entitled to; (iv) attach any documents or photographs that support/illustrate the issue.
By Mail:
Send a detailed letter describing your issue and your desired resolution to the following address:
Starlink Internet Services Limited C/O BDO 5th Floor, Beaux Lane House Mercer Street Lower, Dublin 2 D02 DH60
Please include “Consumer Compliant” and your Starlink Account # in the subject of your letter.
If you choose to submit a complaint, we will need a detailed description of your concern and the best way to reach you so that we may investigate and respond.
Our goal is to resolve any problem as quickly as possible. We will do our best to fix the issue straight away; however, if we cannot promptly resolve your complaint, we will investigate further and get back to you with an update as soon as we can. We will provide a response to your complaint within 15 business days of receipt. Where a final resolution cannot be provided in this time, we will provide information on the required timeframe.
Once we have fixed your problem, we will close your complaint. We will also close your complaint if we have tried to contact you, but have not been able to reach you for more than 15 days. If we are unable to resolve your complaint due to not being able to reach you, we will send you notice in your account noting your failure to respond.
If you have exhausted the above procedures and are not satisfied with the outcome of your complaint, the European Commission provides an online dispute resolution platform available at the following address: https://ec.europa.eu/consumers/odr/. Further, we note that Starlink's activities fall within the scope of the Conciliation Committee for disputes in the sector of electronic communications within the Commission for Consumer Protection – Bulgaria, Sofia 1000, 4a Slaveykov square, website www.kzp.bg, e-mail adr.els@kzp.bg. If a dispute referred to Starlink is not resolved, you may also seek the assistance of the Conciliation Commission. Starlink does not undertake to use these dispute resolution bodies.