Complaint and dispute resolution mechanism

I. Scope of application

II. Principles for resolving complaints and disputes

• Calibee is the point of contact for receiving and handling customer complaints relating to services provided through the application.
• Calibee gives priority to negotiation, conciliation, objective verification and the protection of the lawful rights of all parties.
• Customers and service personnel are responsible for providing truthful, objective information and for cooperating with Calibee during verification and handling.
• Where a case falls outside the scope of internal handling, the parties may refer it to the competent state authority, arbitration or a court in accordance with the law.

III. Complaint channels

• Hotline: 0931 316 988
• Email: hoidap@calibee.com
• The support centre or in-app support function of the Calibee application
• Other official channels announced by Calibee from time to time

IV. Complaint and dispute resolution process

1. Receipt of the complaint.The customer or service personnel submits the complaint via the hotline, email, support centre or another official Calibee channel. The submission should include the order number, contact details, a description of the case and any supporting evidence.
2. Acknowledgement.Calibee's Customer Care/Ops team logs the case, opens a handling file and acknowledges receipt within 24 working hours.
3. Verification.Calibee reviews the transaction history, system data, images, messages, the responses of the parties and other relevant information in order to clarify the complaint.
4. Proposed resolution.Based on the verification results and the applicable service policy, Calibee proposes an appropriate resolution, such as an explanation, an apology, rescheduling, replacement of personnel, a refund, compensation under the policy, internal disciplinary measures or other remedial action.
5. Notification of the outcome.Calibee informs the complainant of the outcome within a maximum of 05 working days from the date on which complete information is received. For complex cases the handling time may be extended, but not beyond 10 working days, and Calibee will notify the complainant of the reason.
6. Referral to a competent authority where necessary.If the dispute falls outside the scope of internal handling, or if the parties do not agree with Calibee's proposed resolution, the parties may refer the case to the competent state authority, arbitration or a court in accordance with the law.

V. Possible forms of resolution

• Explanation, guidance or the provision of further information relating to the order or service.
• Assistance with rescheduling, replacing personnel or reassigning suitable personnel.
• Warranty support, maintenance, re-inspection or rectification where covered by the service policy.
• Refund, compensation or fee deduction in accordance with the published policy and the actual verification results.
• Warning, restriction, temporary suspension or termination of an account in breach.
• Referral of the case to a competent authority where there are signs of a breach of law or where the case falls outside the scope of internal handling.

VI. Cooperation responsibilities of the parties

1. Calibee's responsibilities

• Receive, record and verify complaints in accordance with the published process.
• Review system data, transaction history, the responses of the parties and related evidence.
• Propose an appropriate resolution on the basis of the service policy, the operating regulations and the law.
• Protect the personal data and transaction information of the parties throughout the handling of the complaint.

2. The customer's responsibilities

• Provide truthful, complete and objective information relating to the complaint.
• Cooperate with Calibee or the competent authority during verification and handling.
• Refrain from providing or publishing false information, making defamatory statements, or damaging the honour or reputation of any organisation or individual.

3. Responsibilities of service personnel

• Cooperate by providing information, images, job notes or explanations at Calibee's request.
• Comply with Calibee's processes, quality standards, code of conduct and complaint-handling policy.
• Be internally accountable to Calibee under the cooperation agreement or internal rules in the event of a breach of process, quality standards or the law.

VII. Contact information