Privacy Policy

LISA Communications Limited Customer Charter and Service Standards

At LISA Communications Limited, we are committed to providing high-quality telecommunication services that empower businesses and individuals to connect, communicate, and thrive. This Customer Charter sets out the standards of service our customers can expect from us, in accordance with the Telecommunications Authority of Trinidad and Tobago’s (“the Authority” or “TATT”) Consumer Rights and Obligations Policy and Concession Conditions C25, C26, D35 and D36.

1. About LISA Communications Limited

  • Business/Legal name: LISA Communications Limited
  • Registered/Principal place of business: 50 Gordon Street, Port of Spain, Trinidad and Tobago

LISA Communications Limited is an authorised provider of telecommunications services in Trinidad and Tobago, operating under a Concession granted by the Telecommunications Authority of Trinidad and Tobago

This Charter is published on our website, displayed at our principal place of business, and available on request in accordance with Concession Conditions A53 and/or C4. A copy is also available in audio format, on request.

2. Our Promises

Network Availability

We guarantee Network Availability Uptime of 99.6% per month across our core infrastructure. This means you can rely on consistent, stable service with minimal disruption.

Service Reliability

Our infrastructure is built on robust, redundant systems to ensure continuity of service. We continuously monitor and upgrade our systems to maintain high standards.

Response & Resolution Times

We aim to:

  • Respond to support requests within 2 business hours
  • Resolve critical issues within 4 to 8 business hours
  • Resolve non-critical issues within 24 to 48 business hours

Planned Maintenance

We will provide a minimum of 48 hours’ notice for any planned maintenance that may affect services, ensuring it is done during low-impact hours whenever possible.

3. Waivers, Compensation and Pay-Back Policy

If we fail to meet our 99.6% uptime guarantee, affected customers may be eligible for service credits, calculated based on the duration and impact of the outage. Full terms are outlined in the Service Level Agreement (SLA) contained in your contract.

All service interruptions must be logged with our Customer Care team at CustomerCare@lisacommunications.com for any requests for refunds to be assessed.

Pay-back/refund conditions: Once it is determined that a Network Availability Service credit is due, this credit will be applied to the customer’s account.

4. Billing Practices, Late Payment Penalties and Disconnection Policy

Billing Cycle

Your bill is generated on a monthly cycle. Each bill will state the periodicity of the billing cycle, the length of the payment window, applicable late payment penalties, the locations of any external payment centres, and information on potential time lags associated with payments made at external payment centres.

Payment Window & Late Payment Penalties

There is currently no Late Payment Penalties charged to customers on overdue accounts.

Itemised Billing

Customers may request an itemised bill detailing all charges on their account. Itemised billing is provided free of charge upon request.

Disconnection of Service

Disconnection of service is reserved for instances of serious and material breach of the terms and conditions of service (for example, non-payment of undisputed charges) which has not been rectified within a reasonable timeframe. Where a customer disputes part of a bill, we will not disconnect service provided all undisputed charges have been settled. Before disconnecting a customer, we will:

  • Notify the customer of the outstanding balance or breach and the intention to disconnect;
  • Provide the customer a reasonable opportunity, of 45 to 60 days, to rectify the matter or make payment arrangements; and
  • Restore service promptly once the matter giving rise to disconnection has been resolved and the reconnection fee received.

5. Customer Privacy Policy

LISA Communications Limited respects the privacy of our customers and is committed to protecting personal and account information collected in the course of providing our services.

We may collect the following types of information:

  • Personal Information You Provide: Name, phone number, email address.
  • Information Collected Automatically: IP address, browser type, device information, and usage data through cookies and similar technologies.

We use the information we collect to:

  • Communicate with you, including customer support and promotional updates.
  • Improve our website and services.
  • Ensure security and prevent fraud.

We do not sell your personal information. We may share your information with:

  • Legal Requirements: when required to comply with applicable laws or respond to valid legal requests.

Customer Proprietary Network Information (CPNI), such as call detail and service usage records, will not be disclosed to third parties without the customer’s consent, except where required or permitted by law.

We use administrative, technical, and physical security measures to help protect your personal information. However, no method of transmission over the Internet is 100% secure.

Customers who wish to access, correct, or query the personal information LISA Communications Limited holds about them may contact us at CustomerCare@lisacommunications.com.

6. Technical Support, Repair Services and Lost/Stolen Equipment

Our Customer Care and Help-Desk teams are available to assist with technical support requests within the response and resolution times set out in Section 2 above.

Repair Services

Where equipment provided by LISA Communications requires repair, customers should contact Customer Care to log a repair request. Where applicable, if the item is under warranty, a loaner may be provided until the issue is resolved.

Reporting Lost or Stolen Equipment

Customers must report lost or stolen equipment to Customer Care as soon as possible at 607-LISA (5472) or 607-5000, or by email at Customercare@lisacommunications.com, so that the account and/or equipment can be suspended or secured. The customer will be liable for the replacement cost of any lost or stolen equipment that is the property of Lisa Communications Limited.

7. Complaint Resolution Policy

We welcome feedback and are committed to resolving complaints quickly and fairly.

How to Complain

  • Email: CustomerCare@lisacommunications.com
  • Call: 1 (868) 607-5472

Complaints may be made verbally or in writing.

Our Complaint Handling Process

  • We will seek to resolve your complaint at first point of contact wherever reasonably possible.

Where a complaint cannot be resolved immediately, it will be logged and you will receive an acknowledgement, with a reference number, within 12 hours

We aim to investigate and resolve complaints within 24 hours of receipt, if we are unable to do so we will provide updates and expected resolution timeframe.

Records of complaints, including the nature of the complaint, its status, and its resolution, are maintained for a minimum of four (4) years in accordance with the Authority’s requirements.

If you are not satisfied with the outcome of your complaint, you may escalate the matter to the Telecommunications Authority of Trinidad and Tobago.

8. Customer Responsibilities

To help us maintain service excellence, we ask that you:

  • Maintain up-to-date contact information
  • Protect login credentials and access permissions
  • Follow the Acceptable Use Policy
  • Notify us promptly of service issues

9. Customer Support

Our friendly and knowledgeable Customer Care team is available via email or phone:

Monday to Friday between 7:30am and 4:30pm

  • All requests for assistance can be made to our Customer Care Team at 607-LISA (5472) or 607-5000 or via email at Customercare@lisacommunications.com
  • Once received by the CC department, a ticket or work order will be created and an email notification will be sent to you, providing the ticket/work order number.

Monday–Friday after hours from 4:30pm to 7:30am and 24 hours on Weekends/Public Holidays:

  • For assistance outside of normal business hours our team can be contacted at 607-LISA (5472) or 607-5000:
    • Select 1 to speak directly to a member of our Help-Desk Team, for a service-related issue or email Helpdesk at helpdesk@lisacommunications.com. Please note that this email address is only available for afterhours support.
    • Select 2 to leave a message for our Sales Department, if you are interested in a new product or service.
    • Select 3 for all other queries, your call will be forwarded to our Customer Care Mailbox, leave a message and a response will be received on the next business day.

10. Updates

We may update this Privacy Policy from time to time. We will post the updated version on this page with a new effective date.

Our Pledge to You

We are committed to meeting our customers’ needs and responding to questions, concerns, and issues in a timely, professional, and respectful manner. We value your feedback and will continually strive to improve the quality of our service and your overall customer experience.

August 2026