Complaint and Dispute Resolution Procedure
FSMtech Inc.
Purpose:
FSMtech Inc. is committed to providing high-quality products and services and maintaining strong relationships with our customers, partners, and employees. This Complaint and Dispute Resolution Procedure outlines how we handle complaints and disputes, ensuring that issues are resolved promptly, fairly, and efficiently.
- Complaint/Dispute Submission
Who can file a complaint or dispute?
- Customers, clients, employees, contractors, and business partners of FSMtech Inc.
How to submit a complaint or dispute?
- Complaints or disputes may be submitted through the following channels:
- Email: complaints@fsmtech.com
- Postal: P.O. Box 2075 Kolonia, Pohnpei FM 96941
- Phone: Call our Office at (691) 320-2572 (Monday to Friday, 9 AM – 5 PM).
- In-person: Visit our Customer service counter at FSMtech Office Pohnpei
Information required:
Please provide the following details when submitting your complaint or dispute:
– Your full name, contact details, and any relevant account or order numbers.
– A clear description of the issue, including dates, facts, and any parties involved.
– Any supporting documentation (e.g., invoices, contracts, emails, screenshots).
– The outcome or resolution you are seeking.
- Acknowledgment of Complaint
Upon receiving your complaint or dispute, FSMtech Inc. will acknowledge receipt of your submission within 5 business days. You will be assigned a unique reference number for tracking purposes.
We will inform you of the next steps and provide an estimated timeline for resolution, which will depend on the nature and complexity of the issue.
- Initial Assessment
Review:
Our Management (for employee-related issues) team will review the complaint or dispute to understand the nature and scope of the issue. This may involve reviewing records, speaking with the complainant, and gathering additional information.
Categorization:
Your complaint will be categorized based on severity:
- Minor: Simple, straightforward issues that can be resolved quickly.
- Moderate: Issues that require additional investigation or interaction with Board of Directors.
- Major: Serious disputes that may require higher-level management involvement, legal advice, or external mediation.
- Investigation (if necessary)
If your complaint or dispute requires further investigation, we will:
- Contact you for any clarifications or additional information if needed.
- Investigate the matter by reviewing relevant records, interviewing employees or third parties, and gathering additional documentation.
- Timeframe: We aim to complete the investigation and provide a resolution within 10 business days for minor complaints and 20 business days for moderate to major disputes. If more time is needed, we will inform you of the revised timeline.
- Resolution or Proposed Solution
Once the investigation is complete, FSMtech Inc. will propose a resolution or solution, which may include:
- Apology: A formal apology acknowledging any mistakes or misunderstandings.
- Refund or Compensation: Where applicable, a refund, replacement product, or compensation may be offered.
- Corrective Action: If a process or policy failure is identified, FSMtech Inc. will implement corrective measures to prevent future occurrences.
- Other solutions: In cases of employee disputes, mediation, counseling, or other interventions may be offered.
- Escalation Process
If you are dissatisfied with the resolution provided, you can request an escalation of the issue:
Internal Escalation: If the issue remains unresolved or you are not satisfied with the proposed solution, you may request to escalate the matter to a senior manager or department head.
- To escalate, email complaint@fsmtech.fm or call our Customer FSMtech Office and request a higher-level review.
External Escalation: If internal escalation does not lead to a satisfactory resolution, you may pursue external dispute resolution mechanisms:
Mediation: FSMtech Inc. may agree to engage an impartial third-party mediator to help resolve the dispute.
Arbitration: In cases where mediation is unsuccessful, you may seek arbitration, where a neutral third party will make a binding decision.
Legal Action: If necessary, the matter may be referred to legal counsel, and legal action may be pursued according to applicable laws.
- Final Resolution and Closure
- Once an agreement has been reached, FSMtech Inc. will implement the resolution promptly. We will notify you when the matter has been fully resolved and your complaint or dispute is considered closed.
- If applicable, we will provide feedback on any improvements or changes we have made as a result of your complaint. You will also be given the opportunity to provide feedback on the complaint resolution process to help us improve.
- Documentation and Record Keeping
FSMtech Inc. will maintain a complete record of your complaint, investigation, and resolution process for future reference. These records will be kept confidential in accordance with our Privacy Policy and will be used for internal quality control and process improvement.
- Continuous Improvement
FSMtech Inc. is committed to improving our products, services, and customer experience. We regularly analyze trends in complaints and disputes to identify areas for improvement. As part of this commitment, we will:
– Review complaint data periodically to identify systemic issues.
– Implement improvements to prevent recurring complaints.
– Train employees regularly on customer service best practices and conflict resolution.
Contact Information
For any questions or further clarification regarding this procedure, please contact:
Customer Support Team
Email: support@fsmtech.fm
Phone: (691)320-4970
Address: P.O. Box 2075 Kolonia, Pohnpei FM 96941
Thank you for choosing FSMtech Inc. We value your feedback and are committed to resolving any concerns you may have.
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This **Complaint and Dispute Resolution Procedure** ensures that FSMtech Inc. responds to complaints and disputes promptly and professionally while upholding our commitment to high standards of service and fairness.