Starlink Complaints Handling Process

Starlink is committed to providing excellent service and resolving any problems you may have with your service as quickly as possible.

You have a right to submit a complaint if you are not satisfied with Starlink’s resolution of any problems with your service or how we handled your enquiry.

How to Submit a Complaint

You may submit a complaint 24 hours per day, 7 days per week by logging into your Starlink Account online in the Customer Support Portal and submitting a Customer Support Request describing your issue and your desired resolution. You may also email Starlink customer support at starlinkresolutions@spacex.com. Please include “Consumer Compliant” in the subject of your support request or email.

We encourage you to submit any documentation you believe supports your complaint. We also encourage you to submit your complaint quickly to ensure prompt processing by Starlink.

You may have an authorized representative assist you with your complaint and communications with Starlink. If you do wish to have an authorized representative, you or the representative will need to provide us with a letter signed by you providing your representative with authorization to act on your behalf.

Starlink will make a record of all complaints it receives.

How We Resolve Complaints

Our goal is to resolve any problem as quickly as possible. If we cannot promptly resolve your complaint, we will investigate further and get back to you with an update as soon as we can. If a complaint cannot be resolved immediately we will:

• acknowledge receipt of your complaint and provide you with a unique reference number within 3 working days of receipt for complaints made electronically
• provide you with instructions for monitoring the complaint
• conduct an initial assessment of the complaint
• investigate the complaint
• respond to you with a proposed resolution
• communicate our decision in response to the complaint
• implement our agreed resolution
• close the complaint

Timing for Resolution of Complaints

We will advise you within 7 working days of the timeframe for possible final determination of the complaint. If the complaint is frivolous or vexatious, we will inform you within 7 working days, and you may have recourse to the Communications and Multimedia Consumer Forum of Malaysia (“Consumer Forum).

If Starlink cannot resolve your complaint within 45 days, we will inform you and advise that you have a right to refer the complaint to the Consumer Forum.

Closing Complaints

We will close your complaint in the following circumstances:

• we receive your consent to close the complaint
• we believe we have resolved the issue that is the subject of your complaint and communicated to you the option to refer the complaint to the Consumer Forum.
• we have found the complaint to be frivolous or vexatious after careful consideration and appropriate internal escalation and have informed you of the option to refer the complaint to the Consumer Forum
• we have been unable to contact you provide you to discuss the complaint or advise you of the proposed resolution and have issued a written notification to inform you of the closing of the complaint

Charges for Complaints Handling and Outstanding Charges

Starlink’s complaint handling process is provided free of charge, although a minimal charge may be imposed where investigation of a complaint requires the retrieval of extensive or archival records of more than 1 year old. The customer is obliged to make payment on any outstanding amount other than the disputed amount while the complaint is being investigated.