Complaint Policy

Purpose and Objective

Alam Alkon aims to continuously improve the services provided to its customers. Effective complaints management is fundamental to the provision of quality services and provides the channels for obtaining feedback from its customers with the purpose of resolving disputes and reforming policies and procedures. Alam Alkon is also committed to complying with the external government authority rules in case of escalation of disputes and reducing the financial and operational impact on the customer.

Policy Statement:

Alam Alkon through this policy is committed to effectively managing complaints promptly and fairly, ensuring that:

Your complaints will be investigated in-depth, will be handled in an efficient and effective manner and you will be treated courteously.

We will be fair both to you and any employee to whom a complaint may refer.

We will not charge you for making a complaint.

We will always observe the privacy and confidentiality of any personal data. Any individual involved in the complaint or responsible for the management of the complaint will not participate in the investigation process should there be a conflict of interest.

Our employees will undergo continuous training on the Complaint Management Policy and will have direct access to related documentation in order to facilitate the effective handling of complaints. Our Board of Directors, management, and employees acknowledge your right to file a complaint and are committed to the efficient and fair resolution of complaints or problems that may arise from the services we provide.

The complaints management system included in this Policy and internal procedures will be reviewed periodically (at least annually), aiming to enhance the transparency, efficiency, and the greatest possible satisfaction of Alam Alkon customers.

Who can file a complaint?

Any complaint can be submitted by a customer of Alam Alkon.

First point of contact:

Should you worry about any aspect of the services we offer, your first point of contact should be the Alam Alkon customer support channel by: calling, email, or social media network. Our aim is to promptly resolve any possible issue you might have, prior to your departure.

Complaints procedure steps:

We expect you to-

·         To indicate information about your complaint as well as your full contact details

·         To describe your complaint clearly and accurately

·         To be specific with respect to the reasons for which you are filing a complaint

·         To mention your expectations clearly, in regard to the resolution of the issue

·         Response timeframes in complaints handling

Your complaint is acknowledge immediately via auto-acknowledgment Alam Alkon or email.

Your complaint will be addressed within 7 business days. A relevant response will be sent.