Complaints Handling and Conflict Resolution Policy

At SISP, the handling of complaints and conflict resolution strictly follow the principles below:

• Transparency: The process of handling complaints and resolving conflicts will be transparent, with clear and open communication with customers, keeping them informed about the progress and outcome of the process.
• Impartial Management: All complaints and conflicts received are handled fairly and impartially, avoiding conflicts of interest.
• Prompt Responses: Feedback on complaints and conflicts received must be immediate to the customer, as well as forwarded to those responsible for resolution.
• Accessibility: All customers can submit complaints to SISP through any available means, whether online, by email, by registered mail, or via the complaints book available in all Vinti4 operational units.
• Confidentiality: Protect the privacy and confidentiality of information related to complaints and conflicts.
• Continuous Improvement: Use complaints and conflicts as an opportunity to identify areas for improvement in SISP's products, services, and processes.