COMPLAINTS PROCEDURE
EFFECTIVE DATE: September 8th, 2023.
PURPOSE
Instapass is committed to ensuring a high quality service and experience for users of its products. The Complaints Policy is to ensure any complaints raised by users are treated openly, fairly and consistently and that the complaints procedure will be part of the process of monitoring the quality, effectiveness and of its services and products.
CONTACT INFORMATION
All complaints must be directed to the following email address: complaints@instapass.io.
RESPONSE TIME
Instapass is committed to providing prompt and efficient resolution to all complaints and customer service inquiries. We aim to respond to all complaints within 1 business day from the time of receipt.
FORMAL COMPLAINTS
Any complaint that meets the criteria of a formal complaint will be officially registered as such. A formal complaint is defined as an expression of dissatisfaction that requires a formal and documented resolution process. Upon receipt of a formal complaint, Instapass will initiate a thorough investigation to address the issues raised.
Complaints Registration
Formal complaints will be duly recorded in the company's complaints register. The register will include relevant details such as the nature of the complaint, the date of receipt, the actions taken for resolution, and the outcome of the investigation.
PRIVACY AND DATA PROTECTION
All complaints and related data will be handled in strict accordance with Instapass's privacy policy. We are committed to protecting the confidentiality and privacy of complainants and any personal information shared during the complaint resolution process.
COMPLAINT ESCALATION
If a complainant is dissatisfied with the initial response provided by Instapass, they have the option to escalate the complaint. Escalations should be made by replying to the original email thread or by sending a follow-up email to the complaints@instapass.io address. Escalated complaints will receive further attention from senior management to ensure a fair and appropriate resolution.
CONTINUOUS IMPROVEMENT
Instapass values customer feedback and considers complaints as an opportunity for improvement. We will analyse complaint trends and patterns to identify areas for enhancement in our products, services, and customer interactions.
MONITORING AND REVIEW
This Complaints Policy will be regularly reviewed and updated to ensure its effectiveness and alignment with the company's objectives. Feedback from complainants and stakeholders will be taken into consideration during the policy review process.
Instapass is committed to addressing complaints in a timely, professional, and customer-centric manner. We strive to uphold the highest standards of service and accountability while continuously improving our processes. Your feedback is invaluable to us, and we thank you for entrusting us with your concerns.
PURPOSE
Instapass is committed to ensuring a high quality service and experience for users of its products. The Complaints Policy is to ensure any complaints raised by users are treated openly, fairly and consistently and that the complaints procedure will be part of the process of monitoring the quality, effectiveness and of its services and products.
CONTACT INFORMATION
All complaints must be directed to the following email address: complaints@instapass.io.
RESPONSE TIME
Instapass is committed to providing prompt and efficient resolution to all complaints and customer service inquiries. We aim to respond to all complaints within 1 business day from the time of receipt.
FORMAL COMPLAINTS
Any complaint that meets the criteria of a formal complaint will be officially registered as such. A formal complaint is defined as an expression of dissatisfaction that requires a formal and documented resolution process. Upon receipt of a formal complaint, Instapass will initiate a thorough investigation to address the issues raised.
Complaints Registration
Formal complaints will be duly recorded in the company's complaints register. The register will include relevant details such as the nature of the complaint, the date of receipt, the actions taken for resolution, and the outcome of the investigation.
PRIVACY AND DATA PROTECTION
All complaints and related data will be handled in strict accordance with Instapass's privacy policy. We are committed to protecting the confidentiality and privacy of complainants and any personal information shared during the complaint resolution process.
COMPLAINT ESCALATION
If a complainant is dissatisfied with the initial response provided by Instapass, they have the option to escalate the complaint. Escalations should be made by replying to the original email thread or by sending a follow-up email to the complaints@instapass.io address. Escalated complaints will receive further attention from senior management to ensure a fair and appropriate resolution.
CONTINUOUS IMPROVEMENT
Instapass values customer feedback and considers complaints as an opportunity for improvement. We will analyse complaint trends and patterns to identify areas for enhancement in our products, services, and customer interactions.
MONITORING AND REVIEW
This Complaints Policy will be regularly reviewed and updated to ensure its effectiveness and alignment with the company's objectives. Feedback from complainants and stakeholders will be taken into consideration during the policy review process.
Instapass is committed to addressing complaints in a timely, professional, and customer-centric manner. We strive to uphold the highest standards of service and accountability while continuously improving our processes. Your feedback is invaluable to us, and we thank you for entrusting us with your concerns.