Grievance mechanism

Our company has implemented an effective grievance mechanism, known as the Grievance Mechanism. This mechanism provides a dedicated channel for addressing concerns, complaints, or dissatisfactions raised by our customers, employees, or other stakeholders.

The Grievance Mechanism is designed to ensure that all complaints are dealt with in a timely, fair, and respectful manner. It involves a set of clear and well-defined procedures for recording, assessing, and resolving the complaints filed.

When a complaint is received, it is carefully recorded and assigned to a designated officer responsible for managing the grievance. The officer assesses the nature of the complaint, gathers relevant information, and initiates an internal investigation if necessary.

During the investigation, all pertinent evidence and testimonies are taken into consideration to arrive at an appropriate response. It is crucial that the process is conducted impartially, and that principles of confidentiality and respect for all parties involved are upheld.

Upon completion of the investigation, a prompt response is provided to the complainant, explaining the findings and any corrective actions taken. In the event that the complainant is not satisfied with the response received, provisions are made for appeals or further recourse within our company.

Our company is committed to utilizing the Grievance Mechanism as a tool for continuously improving our products, services, and customer relationships. We recognize the importance of addressing complaints adequately and taking corrective measures to prevent similar situations from recurring in the future.

AP TAC GLOBAL – Updated Grievance Mechanism

At AP TAC Global, we are committed to ensuring that all our stakeholders can communicate their grievances in an easy, accessible, and effective way. Therefore, we have established a multi-channel complaint system to address any concerns or complaints.

Email: You can send your complaint directly to our dedicated grievance handling email address: this email account is monitored regularly by our Grievance Committee, ensuring that all grievances are promptly addressed.

Phone: If you prefer to voice your concerns verbally, you can call our dedicated hotline at +39 3516071166 . This hotline is staffed during business hours (9:00 AM – 5:00 PM GMT) by trained personnel who can assist you in filing your complaint.

Website: Our website’s ‘Contact Us’ section includes a specific option for grievances. Simply select ‘Grievance’ from the drop-down menu, fill in the required information, and submit your complaint. This form is directly linked to our grievance handling system, ensuring timely response and action.

Our grievance handling process is as follows:

Receipt of Complaint: Once your complaint is received, an acknowledgment will be sent to you within [insert number] business days.

Investigation: Our Grievance Committee will investigate the matter, which may include contacting you for additional information if necessary.

Resolution: We aim to resolve all complaints within [insert number] business days of receipt. Once a resolution has been reached, we will communicate this to you.

Follow-Up: If necessary, we will follow up with you to ensure that the resolution has been implemented effectively.

Please remember that all complaints are handled with the utmost confidentiality and respect for all parties involved. We appreciate your cooperation and patience throughout this process.

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