Question 1

Lodge the complaint

Accepted Answer

You (the complainant) fill out the complaint form and attach any required documents.

Question 2

Confirmation

Accepted Answer

You receive a text message and an email containing the complaint reference number.

Question 3

Contact

Accepted Answer

Within two working days of opening the complaint, you receive a call from a service employee to verify the details of the complaint.

Question 4

Missing documents

Accepted Answer

If there are documents missing from your original complaint, you must submit them within three working days to avoid closing the complaint.

Question 5

Contact with defendant

Accepted Answer

The service employee contacts the defendant to discuss the complaint.

Question 6

Negotiation

Accepted Answer

The service employee coordinates the settlement between the two parties to the complaint (you and the defendant).

Question 7

Settlement approval

Accepted Answer

The settlement between the two parties is approved and the date and mechanism of implementation are documented. The settlement is sent via email after it is approved by the complainant and the defendant.

Question 8

Settlement implementation

Accepted Answer

In the event that the settlement is not implemented by the defendant, the complainant (you) should communicate directly with the employee in charge of the complaint via e-mail or by telephone. They will follow up on the complaint, communicate with the defendant and take appropriate administrative measures.

Related Sites

Business complaints