Last updated on 26th June, 2023

 

We seek to maintain and enhance our reputation of providing you with high quality products and services. We value complaints as they assist us to improve our products, services, and customer service. 

 

We are committed to being responsive to the needs and concerns of our customers or potential customers and to resolving your complaint as quickly as possible. This policy has been designed to provide guidance to both our customers and staff on the manner in which we receive and manage your complaint.  

 

Objective

 

The objective of this policy is to ensure: 

 

• You are aware of our complaint lodgement and handling processes, 

• Both you and our staff understand our complaints handling process, 

• Your complaint is investigated impartially with a balanced view of all information or evidence, 

• We take reasonable steps to actively protect your personal information, 

• Your complaint is considered on its merits taking into account individual circumstances and needs. 

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Our complaint process

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If any user has reported another user, or a message, we will review and take immediate action of removing the reported user and the message from the server side within 24 hours.

If any FanZone/Club has been reported, we will review and take immediate action of deleting the FanZone/Club from the  server side within 24 hours.

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For all other queries, we follow the below steps - 

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We acknowledge: Within 14 (Fourteen) business days of receiving your complaint we will acknowledge receipt of your complaint. 

 

We review: We undertake an initial review of your complaint and determine what if any additional information or documentation may be required to complete an investigation. We may need to contact you to clarify details or request additional information where necessary. 

 

We investigate: Within 21 (twenty-one) business days of receiving your compliant we will investigate your complaint objectively and impartially, by considering the information you have provided us, our actions in relation to your dealings with us and any other information which may be available, that could assist us in investigating your complaint. 

 

We respond: Following our investigation we will notify you of our findings and any actions we may have taken regarding your complaint. 

 

We take action: Where appropriate we amend our business practices or policies. 

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We record: We will record your complaint for continuous improvement process and monitoring through regular review. 

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Escalation Process

 

TIER I – Founder, Tentative Resolution Time – 14 days