Document Information – This document will be stored in accordance
with the record keeping policy of the Company.
Complaints Management Policy Review – This document and
appendices will be reviewed every year and all appropriate amendments
will be made.
1. Purpose Of Policy
At Whales Analytics, we are dedicated and enthusiastically driven to ensure
customer satisfaction. Customer feedback is important to us. We
are committed to providing a clear and fair process for handling
complaints. We always aim to provide a high level of satisfaction for
our customers when they use our services.
2. Provisions of the Complaint
1. Where a customer is dissatisfied with any of the products or services
of the Company and wishes to make a complaint, such a customer may make
a complaint by sending an email to support@whalesanalytics.com or use the
Whales Analytics Bot on the website.
2. Complaints shall be provided not later than 3 (three) months after
the Customer has become aware of the circumstances that he/she wishes to
complain about.
3. The Complaint must contain the following information:
1. Full name of the Customer;
2. Date of birth or personal code;
3. Residential address;
4. E-mail address and contact phone number;
5. Complaint date;
6. Date of occurrence of event occasioning the complaint;
7. Reason for the complaint;
8. Proposal(s) for a resolution of the complaint.
4. Complaints are processed after the Customer’s identity is verified by
means acceptable to Whales Analytics.
3. PROCEDURE FOR COMPLAINTS MANAGEMENT
The Officer in charge of managing the complaint is required to carry out
the following actions:
a. Registering the complaint:
i. Registering the complaint in the complaints register.
ii. Letting the complainant know in writing that their complaint has been
received and providing them with information about the process and time
frame.
b. Examining facts relating to the complaint: investigate the complaint
within 5 working days of receiving the complaint.
c. Informing the complainant in writing within 7 working days of the
complaint received. Generally, complaints or appeals will be investigated
and resolved within 20 working days of being received. In the event that
this time frame cannot be met, the designated Whales Analytics Officer
will inform the Complainant in writing of the reasons why, and of the
proposed time within which the complaint raised will be resolved.