Feedback and Complaints Policy

This Feedback and Complaints Policy Policy is effective dated: June 01, 2024

Control Document: GEF-PP-026, Ver. 1.0

Purpose

The purpose of this Feedback and Complaints Policy is to provide a clear and structured process for customers to provide feedback and lodge complaints regarding the services offered on our platform. This policy aims to enhance customer satisfaction, improve service quality, and ensure prompt resolution of issues.

Scope

This policy applies to all customers using our platform and covers all feedback and complaints related to the services provided by our service providers, including freight forwarding, logistics, and fulfillment services.

Feedback Process

Providing Feedback

  • Online Form: Customers can submit feedback using the online feedback form available on our platform soon after the completion of shipment fulfillment request.
  • Email: Feedback can also be sent via email to care@galaxefi.com
  • Surveys: Periodic customer satisfaction surveys will be conducted to gather feedback on service quality and customer experience. This is what we call NPS – Net Promotor Score.

Feedback Categories

Complaints Process

Lodging a Complaint

  • Customer Care: Customers can submit complaints by calling at our Customer Care.
  • Email: Complaints can also be sent via email to care@galaxefi.com
  • Phone: Customers can lodge complaints by calling our customer service hotline at +92-3000-3G1-T11

Information Required

When lodging a complaint, customers should provide the following information:

  • Name and Contact Details: Full name, email address, and phone number.
  • Service Details: Description of the service and the date it was provided along with BORN – Booking request Number.
  • Complaint Description: Detailed description of the issue or problem encountered.
  • Supporting Documents: Any relevant documents or evidence to support the complaint if required can be sent to customer care.

Acknowledgment

  • Receipt Confirmation: Complaints will be acknowledged within 24 hours of receipt.
  • Reference/Care Ticket Number: A unique care ticket number will be assigned to each complaint for tracking purposes.

Complaint Resolution

Investigation

  • Review Process: Each complaint will be reviewed and investigated thoroughly by our customer service team.
  • Response Time: A resolution or an update will be provided within 5 business days.

Resolution

  • Corrective Actions: Appropriate actions will be taken to resolve the complaint, which may include service adjustments, refunds, or other remedies.
  • Communication: The customer will be informed of the resolution and any actions taken.

Escalation

  • Unresolved Complaints: If a complaint is not resolved to the customer’s satisfaction, it can be escalated to higher management for further review.
  • Final Resolution: Escalated complaints will receive a final resolution within 10 business days.

Continuous Improvement

  • Data Analysis: Feedback and complaints data will be analyzed to identify trends and areas for improvement.
  • Service Enhancement: Insights from feedback and complaints will be used to enhance service quality and customer experience.

Confidentiality

All feedback and complaints will be treated with the utmost confidentiality. Customer information will only be used for the purpose of resolving the complaint and improving our services.

Policy Review

This policy will be reviewed annually and updated as necessary to ensure its effectiveness and alignment with industry best practices and business needs.

Quick Contact

By adhering to this Feedback and Complaints Policy, galaxefi aims to provide a transparent, efficient, and customer-centric approach to handling feedback and resolving complaints. For questions or concerns about this Policy, please use the following form: