Responses and Improvements for Customer Grievance

Responses and Improvements for Customer Grievance
  • Responses and Improvements for Customer Grievance

Consumer Dispute Resolution Policy

In order to protect the rights and interests of consumers and ensure that customer complaints can be properly handled, SinoPac Securities has formulated the "Consumer Dispute Resolution Regulations" and established a complete customer consumption dispute complaint handling process to improve and optimize services. SinoPac Securities has a customer service hotline, opinion e-mail address, etc. Customers can submit their opinions through letters, phone calls, e-mails, website messages, visit the head office/branch office, etc. The scope of acceptance includes consumer disputes arising from the goods or services provided.

SinoPac Securities has the responsibility unit for consumer disputes. The responsibility unit must initially respond to customers within 5 business days from the date of receiving the consumer dispute complaint, and complete appropriate handling within 30 days, also review the causes of disputes and propose improvement measures to reduce the recurrence of disputes.

SinoPac Securities also has a tracking management unit to track the progress of the case in time, and consolidate the general situation of handling consumer disputes reporting to the board of directors. Implement the emphasis on consumer disputes from top to bottom. Besides, in order to fundamentally reduce the probability of consumer disputes, the business unit supervisors and employees of SinoPac Securities must take consumer dispute handling training, and through sharing cases and handling skills, it will be able to effectively improve service quality and strengthen the concept of risk control.