This Complaints Policy outlines the procedures and principles that WhitoMedia follows for handling and resolving complaints from customers, clients, employees, and other stakeholders. We are committed to addressing complaints promptly, fairly, and transparently.
This policy applies to all individuals and entities who wish to file a complaint regarding WhitoMedia’s products, services, employees, or business practices.
We ensure that our complaints process is accessible to all individuals, including those with disabilities, and we provide reasonable accommodations when needed.
We treat all complaints with fairness and impartiality, ensuring that complainants are heard and their concerns are taken seriously.
2.3 Privacy and Confidentiality
We respect the privacy and confidentiality of complainants, and we handle their personal information in accordance with relevant privacy laws.
3. Filing a Complaint
Complaints can be filed through various methods, including in person, by phone, email, or through an online complaint form.
3.2 Information Required
Complainants are encouraged to provide as much information as possible, including details of the issue, relevant dates, and any supporting documentation.
4. Complaint Handling Process
We acknowledge receipt of complaints promptly and provide complainants with a reference number for tracking.
Complaints are thoroughly investigated by designated personnel with the appropriate expertise.
We aim to resolve complaints as quickly as possible, providing a clear response to the complainant.
If a resolution cannot be reached promptly, the complaint may be escalated to higher levels of management for further review and resolution.
5. Communication with Complainants
We provide regular updates to complainants on the status of their complaints, including expected timelines for resolution.
Complainants receive a written response detailing the outcome of the investigation and any actions taken.
6. Appeal Process
If complainants are dissatisfied with the resolution, they have the right to appeal. The appeal process will involve a review by a designated authority not previously involved in the complaint.
7. Feedback and Improvement
We encourage complainants to provide feedback on our complaints process to help us continually improve.
7.2 Policy Review
This Complaints Policy is periodically reviewed and updated to ensure its effectiveness in addressing complaints.
8. Contact Information
For filing a complaint or seeking information related to the complaints process, please contact: