Complaints Policy

Quazar Corporate Limited (the “Company”) believes that if a customer wishes to file a complaint or express dissatisfaction, it should be easy for them to do so. It is the Company’s policy to receive complaints and consider them as an opportunity to learn, adapt, improve, and provide better service.

 

In addition, a quick resolution of complaints, in a way that respects and values the person’s feedback, can be one of the most important factors in recovering the person’s confidence about a product/service offered by the Company. It can also help prevent further escalation of the complaint. A responsive, efficient, effective, and fair complaint management system can assist an organisation to achieve this.

 

The purpose of this Complaints Handling Procedure (the “Procedure”) is to ensure that complaints are handled properly and that all customer complaints or comments are taken seriously. This organisation.

A Compliant is any expression of dissatisfaction about the product/service offered by the Company or its staff or the action or lack of action taken regarding operations, facilities or services provided by the Company or by a person or body acting on behalf of the Company.

 

A Complainant is defined as any natural or legal person who is presumed to be eligible to have a Complaint considered by the Company and who has lodged a Complaint.

 

Provision of Information

 

The Company shall:

• On request or when acknowledging receipt of Complaints, provide written information regarding the Complaints handling process;

• Publish details of their Complaints handling process in an easily accessible manner.

• Provide clear, accurate and up-to-date information about the Complaints handling process including:

• Details of how to make a Complaint; and

• The process that will be followed when handling a Complaint.

• Keep the Complainant informed about further handling of the Complaint.

 

Filing a Complaint

 

Complaints may be made free of charge and ideally in writing, addressed to the Complaints Management Function of the Company, using one of the following methods:

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Online/Website: https://www.quazar.mt/complaints-policy

Email: complaints@quazar.mt

Post: LEK Business Centre, Level 1, Triq L-Esportaturti, Central Business District, Imriehel

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Complaints shall be addressed to the Company’s Complaints Management Function.

 

In case the Complaint has been made verbally, the Company shall make a summary of the Complaint and request the Complainant to confirm in writing the said summary and send a signed copy of the Complaint to the Company.

The Complainant should provide the Company with as much detail as possible to enable the Company to resolve the concerns fairly, effectively and promptly. The Complainant should provide at least the following information:

 

• Name and address of the Complainant;

• Contact details of the Complainant (e.g. telephone number and/or email address);

• If the complaint is being handled by an external representative, include external representative name and contact details;

• A description of the complaint and how it affected the Complainant;

• Supporting documentation for the complaint; and

• When the incident(s) occurred.

 

Procedure for Responding to Complaints

 

• When an individual within the Company receives a Complaint in writing, they shall forward such Complaint to the Complaints Handling Function.

• Should a Complaint be made orally, the individual receiving the Complaint orally shall make a written summary of the Complaint using the Client Complaint Form outlined in Appendix II and send a signed copy of the same to the Company. When staff or managers receive an oral complaint, both should listen sincerely to the concerns raised by the complainant. Any contact with the complainant must be polite, courteous, and sympathetic. At all times, staff and managers must remain calm and respectful. Once the summary is signed by the Complainant, this shall be sent to the Complaints Handling Function;

• Complaints shall be acknowledged within 1 working days in order to establish a relationship of confidence with the person who filed the complaint;

• The Complaints Handling Function shall seek to gather and investigate all relevant evidence and information regarding the Complaint and communicate in plain language, which is clearly understood;

• The Complaints Handling Function shall provide a response to the Complainant within 5 days from when the Complaint was received.

• If the Complaint raises potentially serious concerns, legal advice should be obtained. If legal action is taken at this stage, any investigation by the Company under the Procedure should cease immediately.

• If the issues are too complex for the investigation to be completed within the 5 days, the Complainant should be informed of the cause of delay and provide an indication of when the investigation is likely to be completed;

• If a meeting is organised, the Complainant may, if they wish, be accompanied by a friend, relative or representative, such as a lawyer.

• At the meeting, a detailed explanation of the results of the investigation should be given and an apology may also be made if deemed appropriate. This type of meeting gives the Company the opportunity to show the Complainant that the matter has been taken seriously and has been thoroughly investigated.

• When providing a final decision in writing in terms of the Complaint which does not fully satisfy the Complainant’s request, the Complainant may refer the Complaint to the Malta Arbitration Centre, as per the signed Service Agreement, or decide to take the Company and Complaint to court for further legal action.

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The Malta Arbitration Centre can be contacted as follows:

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Address: Palazzo Laparelli, 33, South Street, Valletta, VLT 1100, Malta

Telephone: +356 2327 9250

Email: info.mac@arbitration.mt

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• The Complaints Handling Function may choose to use human resources or other resources as required if they require assistance or advice. The Complaints Handling Function is required to involve their departmental human resources representative and respective line managers before taking any disciplinary action against employees. The Complaints Handling Function and line managers must ensure that all staff involved in resolving the Complaint are aware of their responsibility to maintain the confidentiality of the matter and to respect the privacy rights of all parties involved.

 

The Company also confirms that Complaints may be lodged free of charge.

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