[Crossroads Advertising Inc.]

Prepared by

[George P. Medina]

[george@crossroadads.mail]

Updated on

October 10, 2020

This Advertising Agency Policy (“Policy”) intends to create the guidelines on how to process customer complaints and ensure that all grievances are dealt with effectively. All feedback is an essential ingredient to continuously develop [Crossroads Advertising’s] (“Company”) high-quality standard in all of its services.

Scope

This Policy applies to all client who received services from the Company or any individual, company, organization, or agency that have worked with the Company or have impacted by the service the Company has delivered. This policy covers all the Company’s media and advertising services, including social and digital media marketing, influencer strategy, and multi-channel marketing.

Guidelines

• DEFINITION OF TERMS
  
  
  • Complaint - A statement of protest in which a complainant files against the company or any individual representing the company.
    
    
  • Complainant - Any individual, organization, or agency that has been serviced by or has worked with the company that is making the complaint.
    
    
  • Panel - A group of independent individuals with relevant credentials to understand the nature of the issues surrounding the complaint who will investigate the complaint further and make the final decision.
    
    
• SUBMITTING COMPLAINTS
  Complainants may submit their complaints either verbally or in writing. Verbal complaints can be made either by telephoning the company’s head office or by scheduling an appointment with a Manager. Written complaints can be made by submitting a letter to the company’s IT Manager, detailing the nature of the complaint as clearly as possible.

• COMPLAINT PROCESSING
  For telephone complaints requesting a return call received before noon, the company will return the call within that same day. For calls received in the afternoon, they will be returned by the end of the day the next day. Letter complaints will be acknowledged within three working days on receipt. The company will send a full reply within 15 working days after it has been received.
  
  
• NOTICES AND UPDATES
  Complainants will be kept informed as to the status of their grievances or appeal throughout the stages of complaint processing. If for whatever reason the company is unable to deal with the complaint within the promised timeline, the company shall inform the complainant and will be given an explanation for such disruption.
  
  
• COMPLAINT HEARING
  A hearing and investigation will take place upon appointment, in which a panel will be assembled to hear and evaluate the Complainant’s case and that of the personnel involved in the matter. The complainant will receive the decision of the panel hearing in writing within three (3) working days from the hearing. The decision made by the panel from the hearing is final.
  
  
• CONFIDENTIALITY
  The Company warrants the Complainant that the nature and details of the Complainant, the personnel involved, and the case itself shall remain confidential and shall not be disclosed to the public.