Complaints and disputes

Draft for review. Complaint channels, responsible owners, response targets, appeal rights and external escalation routes must be staffed, tested and legally reviewed before publication.

In plain words

A product Report tells us about a product or concern; it is not automatically a complaint or proof that wrongdoing happened. You can complain about the Platform, a Company decision, a Result or how a Report was handled. Tell us what happened and include a reference if you have one. We will explain how the issue is routed once the process is active. This draft does not promise a decision or deadline.

1. What this Policy covers

This Policy is intended to cover:

• a consumer concern about a Code, Product Unit, Result or Report;
• a dispute that a Code is Already Used when the consumer says they did not scan it;
• a Company complaint about KYC, access, a Platform action or a Report;
• a privacy, billing, accessibility or security complaint; and
• a complaint about how a prior issue was handled.

The relevant feature may not be available in every account or country. Ratings and Promotions disputes are not currently applicable because those features are not live in the audited application.

2. A Report is different from a complaint

A Report is information submitted about a Product, Code, seller or concern for review. A Report is not a verified finding. A complaint asks the Platform to review a service issue, process, decision or response. One issue may involve both a Report and a complaint; the final process must link references without exposing unnecessary personal information.

3. How to raise an issue

Where available, use the in-product Report or support function. Otherwise contact [SUPPORT EMAIL] or [COMPLAINTS ROUTE]. Include:

1. your name and a safe way to contact you, if you want a response;
2. the relevant account, Report, payment or Company reference, if available;
3. a clear description of what happened and when; and
4. only the evidence needed to understand the issue.

Do not send passwords, full card numbers, authentication codes or another person’s unrelated private information. If a matter concerns immediate physical danger, follow local emergency or product-recall guidance as well as contacting the Company or appropriate authority; the Platform is not an emergency service.

4. Review and response

The complaints team should acknowledge and assess a complaint, request relevant information, route it to the responsible owner and communicate the outcome where appropriate. Actual roles, channels, identity checks, target response times, investigation steps and record retention must be decided before publication: [OPERATING PROCESS REQUIRED]. No specific service level is promised by this draft.

The reviewer should be appropriately independent from the decision being challenged where practicable. Information should be shared only with people who need it to review or resolve the issue and under the Privacy Policy.

5. Already Used disputes

An Already Used Result means that the Code has already been successfully verified according to Platform records. It is not proof by itself that the Product Unit is counterfeit or that a particular person used the Code. If you believe the Result is wrong, use [ALREADY USED DISPUTE ROUTE — pending] and provide the Product/Code reference shown by the app, when safe to do so. Do not post the full Code publicly. The review process must explain whether and how the Platform can investigate a scan record and what evidence it cannot independently establish.

6. Company disputes and appeals

A Company may challenge a KYC, content, Report, account-access or enforcement decision using [COMPANY APPEAL ROUTE — pending]. The request should state the decision, grounds and supporting information. The final policy must state whether review is internal or independent, what actions remain in effect during review, who decides, how conflicts are managed and any appeal deadline. Those details are not established by this draft.

7. Outcomes and limits

Possible outcomes may include an explanation, correction of an error, request for more information, referral to a Company or reviewer, restriction under an effective policy, or no change where records support the original decision. A review cannot guarantee that the physical Product Unit is genuine, determine a criminal offence or replace a regulator, court, manufacturer or seller process.

8. External routes and contact

Operator: [COMPANY LEGAL NAME] · Address: [ADDRESS]
Complaints: [SUPPORT EMAIL] · Privacy: [DPO EMAIL]
Company appeals: [COMPANY APPEAL ROUTE]

How to complain about this process

If you are dissatisfied with a complaint outcome, request a further review through [ESCALATION ROUTE — pending]. External consumer, privacy, financial or other regulator details vary by [COUNTRY] and must be supplied by qualified counsel: [REGULATOR CONTACTS].

Change log