Complaint Policy

Purpose

Docketly is committed to providing the best customer experience possible. Although preventative care is taken through exceptional service, dissatisfaction with the company may still occur. Docketly employees strive to resolve complaints in the most professional, timely and respectful manner as possible.

Scope

This policy applies to all employees, customers and third parties. For anonymous reporting of unethical behavior, please refer to the Whistleblower Policy.

Definitions

Complaint - an expression of dissatisfaction with Docketly

Informal Complaint - a complaint that may be handled by any level of employee and/or is resolved without the complainant disputing the initial resolution

Formal Complaint - a complaint where the resolution was disputed

Policy

1. Complaints should be made in writing.

2. Complaints containing vulgar, offensive or otherwise unprofessional language should be routed to a member of the leadership team.

3. The initial complaint should be handled by the employee receiving it.

   1. Acknowledgement of receipt should be provided to the complainant as soon as possible after receipt, but no longer than one (1) business day.

   2. Resolution will be provided to the complainant within five (5) business days.

   3. If the complainant is satisfied with the response, the matter will be considered closed.

   4. If the complainant is not satisfied with the response, a copy of this policy should be offered to them.

4. Dissatisfaction with the initial resolution should be provided in writing, by the complainant, and addressed to a member of the management or leadership team. Contact information may be found in the company directory.

   1. Formal complaints are to be routed to the appropriate member of management.

   2. Formal complaints will be acknowledged within three (3) business days from receipt.

   3. The complainant may request a meeting to discuss their complaint.

   4. Resolution will be provided to the complainant within fifteen (15) business days.

5. If the complainant disagrees or is unsatisfied with the resolution provided by the member of management, then the complainant may escalate, in writing, to the Chief Executive Officer (CEO) for review.

   1. The complaint will be acknowledged within five (5) business days from receipt.

   2. The CEO will determine if an investigation is necessary and will provide resolution to the complainant.

   3. The determination made by the CEO will be considered final.

6. Documentation

   1. Informal complaints and subsequent action, response and/or resolution should be documented in the appropriate area including, but not limited to:

      1. Email with the complainant

      2. Ticketing system

      3. Client file

   2. Formal complaints and subsequent action, response and/or resolution will be documented in the Complaint Log.

7. Monitoring

   1. The complaint log will be reviewed periodically for trends.

Review History: