Complaints Policy

To ensure all customer complaints and feedback are managed fairly, recorded accurately, and monitored regularly to support compliance with DIATF Gamma and other applicable regulatory requirements (including ISO27001, PDPA, and CPS 230/234).

1. Intake of Complaints

• Customers may lodge complaints via:
  • The published Complaints Policy on ShareRing’s website
  • Email or chat (via Intercom)
  • Other official ShareRing contact channels
• All complaints must be recorded in the Complaints Register.

2. Assignment & Escalation

• The Customer Service Team records and triages all complaints.
• Routine issues are handled at first contact.
• Escalations (serious, unresolved, or systemic issues) are assigned to the designated business leader (e.g. technical issues -> Development Lead).
• Complaints that are not resolved within 14 days are referred to the CCO/CEO.

3. Monitoring & Reporting

• The Complaints Register is updated in real time by Customer Service.
• The CCO reviews the register monthly to identify trends, systemic issues, and resolution times.
• A summary of complaints and actions is shared and reviewed with the Leadership Team quarterly.

4. Resolution Standards

• Acknowledge within 1 business day. 
• Where complaints are submitted via the website or Intercom, an automated acknowledgement is acceptable, provided it sets out expected next steps and response timeframes.
• Aim to resolve within 14 calendar days, unless complexity requires more time.
• Customers are informed of resolution outcomes.

5. Record Keeping

• The Complaints Register is exported and saved monthly as a formal record of monitoring.
• Records are retained for a minimum of 7 years.

6. Continuous Improvement

• Complaints are reviewed quarterly to identify:
  • Root causes
  • Required policy/process updates
  • Training needs
• Actions are tracked in the Risk & Obligations Register.

Owner: Chief Commercial Officer (CCO)
Effective Date: October 2025