icon TABLE OF CONTENTS
  1. Introduction
  2. Scope
  3. Filing a Grievance
  4. Grievance Handling Process
  5. Escalation
  6. Confidentiality
  7. Monitoring and Reporting
  8. Policy Review
  9. Contact Information

1. Introduction

Remitory Platform is committed to providing a safe, fair, and transparent environment for all its users. To ensure the highest standards of service, we have established a Grievance Policy that allows users to express concerns or complaints regarding any aspect of the platform. This policy outlines the process for filing grievances, the steps Remitory will take to address them, and the expected timelines.

2. Scope

This Grievance Policy applies to all users of the Remitory Platform, including but not limited to customers, service providers, and other stakeholders. It covers grievances related to:

  • Service quality
  • Platform functionality
  • User interactions and conduct
  • Privacy and data protection
  • Payments and financial transactions
  • Any other issues directly related to the platform's operations

3. Filing a Grievance

3.1 How to File:

Users can file a grievance through the following channels:

  • Online Form: Accessible via the platform's “Support” or “Help” section.
  • Email: Send detailed complaints to help@remitory.com.
  • In-App Support: Use the in-app support feature to chat with a customer service representative.

3.2 Information Required:

  • Full name and contact information of the complainant
  • Detailed description of the issue
  • Any supporting documentation (screenshots, transaction IDs, etc.)
  • Date and time of the incident (if applicable)
  • Preferred resolution or outcome (optional)

4. Grievance Handling Process

4.1 Acknowledgment:

  • Upon receiving a grievance, Remitory will acknowledge receipt within 24 hours through the same channel used by the complainant.

4.2 Investigation:

  • A dedicated grievance officer or team will investigate the complaint. This may involve gathering additional information from the complainant or other involved parties.
  • The investigation will be thorough, impartial, and confidential.

4.3 Resolution:

  • A resolution will be proposed within 7 business days of the grievance acknowledgment. If the issue is complex and requires more time, the complainant will be informed of the delay and the expected resolution timeframe.
  • Resolutions may include corrective actions, compensations, policy adjustments, or other appropriate measures.

4.4 Communication:

  • The outcome of the grievance, including any actions taken, will be communicated to the complainant through their preferred contact method.

5. Escalation

If a user is not satisfied with the resolution provided, they may escalate the grievance by:

  • Requesting a review by a senior manager or grievance escalation team.
  • Contacting regulatory bodies or consumer protection agencies, as applicable.

6. Confidentiality

All grievances will be handled with the utmost confidentiality. Information about the complainant and the grievance will only be shared with those involved in the resolution process.

7. Monitoring and Reporting

Remitory Platform will regularly review and analyze grievances to identify trends, improve services, and ensure compliance with this policy. Regular reports will be generated for internal review.

8. Policy Review

This Grievance Policy will be reviewed periodically and updated as necessary to reflect changes in our operations or regulatory requirements.

9. Contact Information

For any queries regarding this policy or to file a grievance, users can reach out to:

Remitory Platform Support Team
Email: help@remitory.com