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Complaint Resolution Policy​

 

1. Purpose​

BHSoft is committed to receiving and resolving customer feedback, requests, and complaints in a transparent, timely, and fair manner, with the objective of protecting the legitimate rights and interests of both customers and BHSoft.


2. Complaint Submission Methods ​

Customers may submit feedback, requests, or complaints through one of the following channels:

  • Written correspondence sent directly to BHSoft's office.


3. Complaint Resolution Process

Step 1. Receipt


  • BHSoft acknowledges receipt of the customer's feedback or complaint.


Step 2. Verification


  • BHSoft reviews the submitted information, verifies the details of the complaint, and may contact the customer to request additional information or supporting documents where necessary.


Step 3. Assessment and Resolution


  • Based on the complaint and any supporting documentation, BHSoft will investigate the matter, determine the underlying cause, and propose an appropriate resolution.


Step 4. Response


  • BHSoft will communicate the outcome of the complaint through email, telephone, or another contact method provided by the customer.


Step 5. Closure


  • The complaint resolution process will be considered complete once both parties acknowledge the outcome or the appropriate corrective actions have been implemented.


4. Response and Resolution Time 

Initial response: Within three (3) business days after receiving complete and valid information.

Resolution timeframe: Depending on the complexity of the matter, but generally no later than fifteen (15) business days for standard cases.


Where additional verification is required or the resolution depends on information provided by the customer or a third party, BHSoft will notify the customer of the expected timeframe for completion.

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5. Complaint Resolution Support Measures

To facilitate an efficient complaint resolution process, BHSoft will:

  • Receive and manage complaints through email and its internal case management system;
  • Maintain records of communications for verification and reference purposes;
  • Coordinate among relevant departments to investigate and resolve the matter;
  • Communicate proactively with the customer throughout the resolution process to reach an appropriate outcome.

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6. Customer Rights and Responsibilities​

Customers are responsible for:

  • Providing complete, accurate, and truthful information relating to their feedback or complaint;
  • Cooperating with BHSoft throughout the investigation and resolution process.


Customers have the right to:

  • Track the progress of their complaint;
  • Receive updates and the final resolution;
  • Continue discussions with BHSoft if they do not agree with the proposed resolution.