We refer to the letter Bogus Astro technicians on the loose .

Astro would like to thank ‘Worried Astro Customer’ for bringing this matter to our attention.

Astro would like assure our customers that we have strict processes and procedures in place to ensure a consistently high standard in the selection of Astro installers and technicians.

Astro takes reports of incidences such as the one highlighted by the writer very seriously and will investigate the matter thoroughly. We will also take the necessary actions, including disciplinary, where appropriate.

To reiterate, there are q few ways the customers can verify whether the installers or technicians are authorised by Astro:

- by their attire (which is dark blue with red collar for installers and light blue for technicians) and the words ‘Astro installer’ on the installers T-shirt and the words, ‘Authorised Service Partner' on the technicians' T-shirts;

- by their identity tag with their names and IC numbers which reflect their authorisation;

- by their vehicle with an Astro logo or car sticker; and

- by matching the technicians'/installers' reference report with the number of the customers' complaint report

Additionally, the customer can also call our call centre when the technician or installer arrives to verify their identity.

Finally Astro reiterates its commitment towards a positive customer experience via our best in class content and customer service.

The writer is director of customer service, Astro.