Requirements for Accepting a Complaint:
For a complaint to be accepted and processed, it must meet the following requirements:
- Verifiable relationship with the company:
The complainant must demonstrate a direct relationship with the company, whether as an employee, customer, supplier, or other formal interaction.
- The information must be clear and complete, including the complainant’s details and the specifics of the complaint.
- If applicable, attach relevant documentation to support the facts described.
- The complaint must be submitted within a reasonable time after the event or incident, preferably no later than 30 days.
Process Steps, Timelines, and Final Deadline:
- Receipt of the complaint:
- The receipt of the complaint will be confirmed within 72 business hours after it is submitted.
- Initial evaluation:
- Within a maximum of 10 business days, the team will review the complaint to determine its validity and request additional information if necessary.
- Investigation:
- If the complaint is accepted, an investigation process will be initiated, which could take between 15 and 20 business days, depending on the complexity of the case.
- Resolution:
- Once the investigation is completed, a resolution will be issued within 30 business days from the initial receipt of the complaint.
- Communication of the resolution: The resolution will be communicated to the complainant via email or phone call as indicated in the contact information provided.
Communication of the Resolution:
The resolution of the complaint will be formally communicated by email or phone call. If a meeting is required to discuss the results, it will be coordinated with the complainant. Additionally, a written copy will be sent, detailing the process followed and the actions taken.
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