Complaints Handling Mechanism
Complaints Handling MechanismThe customer service department organizes complaints and suggestions, registers them in a dedicated system, and then forwards them to the relevant parties. This procedure will assist you if you wish to submit a complaint.
Mechanism for Submitting Complaints to the Platform:This mechanism is designed to facilitate the submission of complaints by beneficiaries for reasons related to actions or decisions that the client believes the platform has failed to take or implement in an unfair or unclear manner. Any client can submit a complaint to the platform according to the following steps:
- Complaints are received via email (info@thewaseet.com) or through the complaint form available on the platform.
- When submitting a complaint, the client must clearly specify the subject and type of the complaint and provide relevant information if possible.
- Any documents, files, or data related to the complaint can be attached.
- The complaint must be submitted within 5 business days of its occurrence. Complaints exceeding the specified period will not be considered.
- Any complaint expresses the opinion of the client, and the platform has the right to accept or reject the complaint if it is unclear or cannot be studied due to not being submitted within the specified period. Malicious complaints are also not accepted.
Mechanism for Processing Complaints Received by the Platform:This mechanism is designed to facilitate the submission of complaints by beneficiaries for reasons related to actions or decisions that the client believes the platform has failed to take or implement in an unfair or unclear manner. Any client can submit a complaint to the platform according to the following steps:
- Complaints are received through the unified number or via the designated email.
- The customer service department determines the validity, classifies, and registers complaints in the designated electronic system, then forwards and follows up with the relevant departments to process and resolve them.
- The relevant department studies the complaint and informs the specialist of the procedures to be taken to resolve the issue.
- If the complaint is accepted, a clear timeframe is set to resolve the issue, and at the same time, the complainant is notified of the expected date to receive an official response.
- If the complaint is rejected, the beneficiary is notified along with the reasons.
- If the complainant remains unsatisfied with the outcome of the complaint procedures, they can submit a confirmatory complaint either immediately or file another complaint with the relevant authorities.
- All necessary measures and precautions are taken to ensure the confidentiality of submitted complaints, as well as the confidentiality of documents and information related to them and the details of the complainant (paper, electronic, and recorded audio).
- Authorized individuals have the right to conduct investigations or review compliance to determine the degree of adherence to relevant rules, regulations, and provisions.
- - Complaint processing varies depending on:
- The type and complexity of the complaint.
- The procedures followed.
- The initial assessment indicating whether there are reasons justifying the complaint.
- The data and information disclosed by the client for the assessment or investigation process.
Complaint Processing Timeframes:The timeframe for processing complaints to close the complaint depends on the type of complaint:
| Complaint Type | Complaint Processing Timeframe |
|---|---|
| If the complaint relates to the regulatory procedures of the platform | Immediately upon receiving the complaint. |
| If it relates to a technical issue | Processed within 24 hours of receiving the complaint. |
| If the complaint involves an external party | Within 3 to 5 business days. |
| If the complaint is not resolved within the specified period | The complaint is escalated to the relevant managers and processed within 7 business days. |