At HSSL Technologies, we are dedicated to delivering exceptional service and high-quality technology solutions. However, we understand that sometimes things may not go as expected. This Complaints Policy outlines how we handle concerns, feedback, and complaints fairly, efficiently, and transparently — ensuring every customer is treated with respect and care.
1. Purpose of This Policy
This policy ensures that all complaints are:
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Handled promptly, courteously, and confidentially.
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Investigated thoroughly and objectively.
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Used as an opportunity to improve our products, services, and customer experience.
2. What Is a Complaint?
A complaint is any expression of dissatisfaction — whether written or verbal — regarding a product, service, delivery, or experience provided by HSSL Technologies or one of our partners.
Examples include:
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Delays or issues with product delivery.
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Concerns about product quality or performance.
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Dissatisfaction with support or communication.
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Billing, warranty, or return-related issues.
3. How to Make a Complaint
We encourage customers to contact us as soon as an issue arises so we can resolve it quickly.
When submitting a complaint, please include:
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Your full name and contact details.
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Order or reference number (if applicable).
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A clear description of the issue.
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Any relevant documents, screenshots, or evidence.
4. How We Handle Complaints
Once a complaint is received:
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Acknowledgment: We will acknowledge receipt of your complaint within 2–3 business days.
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Investigation: Your case will be reviewed by the relevant department or manager.
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Resolution: We aim to provide a full response or resolution within 10 business days.
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Follow-Up: If further time is needed, we will update you on progress and expected timelines.
5. Escalation Process
If you are not satisfied with the initial outcome, you may request an escalation to a senior manager for independent review. We will reassess your case and provide a final written response within a reasonable timeframe.
6. Continuous Improvement
Every complaint is treated as an opportunity to learn and improve. We review feedback regularly to identify recurring issues, enhance training, and strengthen our commitment to quality service and customer satisfaction.
7. Confidentiality
All complaints and customer details are handled in strict confidence. Your personal information will only be shared internally as necessary to resolve the issue in compliance with our Privacy Policy.
8. Policy Review
This Complaints Policy is reviewed regularly to ensure effectiveness and compliance with legal and ethical standards. Updates will be posted on our website as needed.
