Filing a complaint

Step 1: Start at the Source
Reach out to your service provider first. Most issues can be fixed quickly by giving their team a chance to make things right through their official support channels.

Step 2: Get a Timeline
Ask for a clear deadline. Your provider should tell you exactly how long the fix will take. If they need more time, they owe you a written explanation of why.

Step 3: Keep the Paper Trail
Document everything. Keep copies of your emails and chats. If you’re visiting in person, ask them to stamp your copy of the letter—it’s your proof of progress.

Step 4: Take it Higher
Not satisfied with the first answer? Ask to escalate. Every provider has a senior team dedicated to resolving complex issues that the first line of support might have missed.

Step 5: Let Us Step In
If you’ve exhausted all options with your provider and the issue remains, BOCRA is here to help. Reach out to us through the below and we’ll step in to ensure a fair and final resolution.