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COMPLAINT RESOLUTION PROCEDURE

TABLE OF CONTENTS

  1. INTRODUCTION
  2. DEFINITIONS
  3. RESPONSIBILITIES
  4. FILLING COMPLAINT
  5. RECEIVING COMPLAINTS
  6. HANDLING COMPLAINTS
  7. THE COMPLAINT FORM
  8. REVIEW
  9. SOLVING COMPLAINTS
  10. TIMEFRAME
  11. RECORD AND MEASURES
  12. FINAL PROVISION

1.0 INTRODUCTION

The Complaint Resolution Process provides guidance in resolving issues raised by current, past or prospective clients. The complaint resolution process follows the detailed steps until it is resolved. This procedure addresses complaints about the products and services provided by Surepay Technologies, Inc. to its clients
and partners.

2.0 DEFINITIONS

Complaint is an expression of dissatisfaction made to, or about, Surepay Technologies Inc., related to its products, services, staff, or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required (AS/NZS 10002:2014).

This procedure deals with general complaints where:

  • there is not an alternative process in place that is linked to legislation and the agency’s core functions; or
  • an immediate resolution cannot be reached, and further investigation and actions are required.

Client is an external person or external organization receiving a product, a service, accessing facilities, engaging in an interaction or business relationship, or any other person or organization having an interest in the functions or activities of Surepay Technologies Inc.

Feedback is opinions, comments and expressions of interest or concern, made directly or indirectly, explicitly or implicitly to or about SPTI, its products, services, staff or its handling of a complaint.

3.0 RESPONSIBILITIES

Lead Support Specialist (LSS) – Process Owner

Receives, acknowledges, logs, monitors, and resolves all complaints. Assigns protocol numbers. Maintains the Complaints Register. Coordinates with BDO and other departments as needed. Communicates with clients and ensures timely closure. Ensures proper filing, retention, and monthly reporting.

Business Development Officer (BDO)

Supports LSS for complaints involving client onboarding, agreements, or service expectations. Provides clarifications and assists in resolving assigned complaints.

President

Reviews monthly complaint summaries and ensures actions are taken to prevent recurrence. Assigns alternate handlers if LSS, Compliance Officer or BDO are unavailable.

4.0 FILLING COMPLAINT

Clients willing to submit a complaint are advised to complete a Complaint Form and to send it to Surepay Technologies Inc., through any of the following means:

  • Email at admin@surepayinc.com.ph
  • Mail to Surepay Technologies Inc., 4th Floor Fintech Hub, TBT Building, Iñigo Street, Obrero, Davao City 8000
  • Complaint form at www.surepayinc.com.ph
  • Completing a Complaint form via messaging Surepay Technologies Inc. official Facebook page.
  • Messaging directly the contact person (usually the LSS) from Surepay Technologies Inc., especially, but not limited to, minor complaints.

The complaint form can be sent electronically to the complainant concerned upon the receipt of an inquiry or by any means online.

5.0 RECEIVING COMPLAINTS

Upon receiving the complaint, the LSS shall:

  • The LSS receives all complaints and acknowledges theme within 24 hours.
  • The LSS assigns a protocol number and logs the complaint in the Compliant Register.
  • BDO is informed if the complaint relates to onboarding, agreements, or service specifications.

6.0 HANDLING COMPLAINTS

The LSS leads investigation and coordination:

  • Reviews complaint details and communicates with involved personnel.
  • Provides updates to the client until resolution is completed
  • LSS implements all actions required to resolve the complaint.

7.0 THE COMPLAINT FORM

The LSS secures:

  • Client information
  • Department or service involved
  • Date received
  • Nature of complaints
  • supporting details or attachments

8.0 REVIEW

The LSS reviews and determines next actions:

  • Resolve directly if within authority
  • Coordinate with relevant departments
  • Escalate to legal or Board if involving privacy or contractual issues
  • If the complaint reveals an internal process failure, the LSS may request a separate CAR to be raised.

9.0 SOLVING COMPLAINTS

The Lead Support Specialist shall:

  1. Investigate and obtain clarifications from involved personnel
  2. Coordinate necessary actions
  3. Communicate the final resolution to the client
  4. Mark the case as “Closed” in the Complaints Register
  5. For refunds, the client must complete a Refund Transaction Form for Accounting’s verification

10.0 TIMEFRAME

All complaints should be resolved within 36 hours. If more time is needed, LSS shall also notify the complainant of the extended timeframe.

11.0 RECORD AND MEASURES

  • The LSS maintains the Complaints Register and all complaint documentation.
  • Records are retained for five (5) years.
  • The President reviews complaint files monthly to identify patterns.
  • LSS and/or BDO recommend preventive or improvement actions when recurring issues appear.
  • CARs are raised only for internal nonconformities.

12.0 FINAL PROVISION

Surepay Technologies Inc. shall inform complainants of their right to refer the complaint to the appropriate authorities if they are not satisfied with the resolution provided.