Complaint
Complaints refer to customer grievances related to business operations arising from the actions of the company, its employees, or its representatives. This includes board members, executives, and any persons delegated to act on behalf of the company who have violated or breached laws, policies, ethics, or various other regulations, such as policies to prevent conflicts of interest, etc., which may cause harm to the customer. However, complaints do not include inquiries, requests for assistance or advice, or reports of issues arising from the use of platforms or various services.
Complaint Handling Procedure
• Within 3 business days from the date of receiving the complaint:
- Risk and Compliance department will inform the complainant about the next steps to be taken by the company. Operation staff may be the ones to contact the customer.
• Within 10 business days from the date of receiving the complaint:
- Risk and Compliance department will gather the facts and make a decision on the complaint.
- If the complaint needs to be escalated to an Ad-Hoc Committee or Board of Directors (BOD), the respective committee will resolve the complaint within 5 business days from the date they receive the matter and the facts from Risk and Compliance department.
- Therefore, all complaints should be resolved within a maximum time frame of 15 business days from the date of receiving the complaint. However, if the complaint is not resolved within the specified time, Risk and Compliance department will update the complainant every 5 business days, through the contact channel specified by the complainant.
**Business days = Monday - Friday, excluding holidays, Saturday, and Sunday.
For the channel to submit complaints, click here