This Policy establishes a User focused complain management system which will enable the handling of complaints in a consistent, fair and professional manner. We are committed to providing exceptional service, developing and maintaining a healthy relationship with Users. If a user wants to make a complaint about a service, they should find it easy to do so and be assured that their complaints will be properly attended to. Fujeeka see complaints as an opportunity to improve service delivery to Users.
This policy will ensure:
If you want to make a formal complaint, kindly please submit the following information to us in writing:
In the event that the submitted information meets the complaints terms, Fujeeka will inform the company being complained of about the complaint and request that he reacts to the complaints within a time frame. Fujeeka has the right to change the reaction time in light of the actual situation. When the reaction period elapses and the company being complained of has not reacted, Fujeeka has the right to order certain discipline on such company appropriately.
In the event that the company being complained of presents a counter-notice within the response time frame, which is considered as reasonable and substantial at first sight, Fujeeka will forward the counter-notice details to the complainant and request that he reacts to it within a set timeframe. On the off chance that the complainant objects to the counter-notice, the complainant may issue a dispute notice with Fujeeka.