Complaints Policy

At Supaste, we offer our users precise and trustworthy information, guides, and product reviews to aid them in making well-informed choices about security-related products. We regard complaints with utmost seriousness, recognising them as invaluable feedback that allows us to enhance our content processes.

This Complaints Policy delineates the procedure for users wishing to lodge a complaint concerning our website, content, or services.

  1. Complaint Submission

Complaints can be tendered through email: Users can forward their complaints to [email protected]. The email’s subject line must read “Complaint” for swift identification.

  1. Information to Accompany the Complaint

For a swift and efficient resolution, it’s advisable for complainants to provide:

  • Full Name
  • Email Address (if the complaint is emailed)
  • Contact Number (optional, but beneficial for communication)
  • A comprehensive account of the complaint, encompassing pertinent dates, products, and specific issues.
  1. Acknowledgment of Complaint

Upon receipt of a complaint, Supaste will confirm its arrival within five working days. This acknowledgement will be dispatched to the email address provided by the complainant.

  1. Complaint Investigation

Supaste will meticulously investigate the complaint’s essence and pinpoint the root cause. This might entail scrutinising the content under dispute, liaising with relevant entities, and evaluating pertinent data.

  1. Complaint Resolution

Supaste is committed to resolving complaints swiftly and equitably. Depending on the issue’s intricacy, the resolution might span up to 30 days from the acknowledgement date. Should the solution demand more time, the complainant will be updated with a projected resolution timeline.

  1. Communication and Updates

Supaste will keep the complainant abreast of developments and any pertinent updates throughout the inquiry and resolution phases.

  1. Final Decision

After a thorough investigation, Supaste will arrive at a conclusive decision. If the complaint is substantiated, suitable measures will be implemented, including content amendments, procedural updates, or other requisite actions.

  1. Appeals

The complainant can contest the decision if dissatisfied with the Supaste resolution. Appeals should be written and dispatched to the address above or emailed to [email protected]. An appointed appeals officer will then re-evaluate the request.

  1. Privacy and Confidentiality

Supaste pledges to manage all complaints and associated data with confidentiality, adhering to pertinent data protection statutes and guidelines.

  1. Feedback and Enhancements

We welcome users to share their thoughts on our Complaints Policy and its efficacy in handling complaints. Feedback can be directed to [email protected].

Our dedication lies in perpetually refining our services and ensuring an unparalleled user experience with Supaste.

Note: This Complaints Policy is amenable to modifications. Users are counselled to review the most recent version on Supaste website. The latest update to this policy was on 7th August 2023.