COMPLAINTS HANDLING POLICY FOR MELON TECHNOLOGIES LIMITED
1. Policy Objective
To ensure efficientand effective resolution of customer complaints, fostering trust and continuousimprovement in service delivery.
2. Scope
This policy covers all complaints regarding Melon Technologies Limited's fintech services.
3. Complaints Management Structure
The Chief OperatingOfficer (COO) is the designated authority for overseeing the complaintshandling process at operations@melonpay.com.
4. Principles for Handling Complaints
- Accessibility: The complaints process will be clear and easily accessible to all customers.
- Responsiveness: Every complaint will be acknowledged promptly within 24 hours and handled in a timely manner, with the aim of resolving it within 14 working days.
- Fairness and Impartiality: Complaints will be treated with impartiality and fairness at all stages.
- Confidentiality: Personal information will be protected in accordance with privacy laws.
5. Process for Making a Complaint
Customers may submitcomplaints via email, phone, or letter. All complaints must be logged andtracked through resolution.
6. Investigation
Complaints will beinvestigated promptly, with initial findings reported to the complainant within5 working days.
7. Resolution and Feedback
Final resolutionscommunicated within 30 working days, with full rationale provided to thecustomer.
8. Monitoring and Reporting
A monthly analysis ofcomplaint trends to identify systemic improvements.
9. Training
Annual training forstaff on the updated complaints handling procedures.
10. Continuous Improvement
Utilization of complaints data to enhance service quality continuously.
11. Policy Review
Annual policy reviewor more frequently as required, ensuring alignment with regulatory changes andindustry best practices.
Effective Date
This policy is effective as of 30 August 2024, with communication to all stakeholders to follow. Non-compliance may lead to disciplinary action.
