Feedback
We Value Your Comments
Ozone aims to provide a high standard of service to all its members. For each service rendered by Ozone, we strive to make you feel satisfied that you have been dealt with in an appropriate and fair manner.
We do recognize however there may be occasions that we failed to live up to your expectations. Ozone believes that satisfied and well served members make for a successful trade exchange. Our focus is on providing the highest level of customer service in the business barter trade industry. We want to know if you have an experience that fails to meet your expectations. If you have reason to suggest how we could serve you better, please let us know. Email us directly [click
here]
Arbitration and Complaints
Ozone
realizes that sometimes things do not move along as smoothly as they
should. Ozone feels that such issues should be discussed and hope to
resolve such issues as quickly as possible. To be able to assist
members, we require you to provide the following information:
- Your Name and Company represented in Ozone
- A clear description of your issue or complaint
- Details of what you would like us to do to put it right
- Copies of any relevant documentation
- A contact number that we can reach you directly
Resolving your issue with your Account Manager
Ozone
recommends that you talk to your account manager as soon as you realize
that there is a problem and whilst the details are still fresh in your
mind. Your account manager will be generally more familiar with your
situation and background knowledge of your account. They have been trained to assist you.
Contact the General Manager
Take this step if you are unable to resolve the issue when dealing with your account manager.You may be able to request the General Manager for assistance of a Complaint Review Committee, which is an Ozone internal committee set up to address members’ issues when the outcome of an earlier attempt by your Account Manager remain unsatisfactory to you or on occasion when you feel that dealing with your Account Manage might be inappropriate.
How we handle your complaints
We will try to resolve your complaint immediately with the minimum of
inconvenience to you. The first step is for both parties to be 100%
clear on what the issue is and together we can identify a possible resolution for the issue.
Sometimes we will not be able to resolve the issue or allay your
concerns immediately. If you are unable to resolve your complaint
within 48 hours, we will:
- send you an acknowledgment letter or email regarding your issue and its details
- Confirm a person who will be liaising with you directly with regards to your issue, and how you can contact them.
If
your complaint is of a particular complex nature we will keep you
informed as our investigations continue. When we have resolved
your complaint we will write to you to confirm the actions we have
taken.
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