11. Complaint policy
Customers must send their complaints to the email [email protected]. The complaint should include clear indications of the customer’s identification number and a detailed description of the issue. Alternatively, customers can contact the support team directly via chat or use the contact form on the website.
Upon receiving the complaint, the support team will make efforts to respond and resolve the issue informally. If the customer remains dissatisfied, the formal process will begin. The complaint will be recorded and forwarded to higher-level employees in the responsible department.
The department employee reviews the complaint, verifies the initial data with the team that initially handled the situation, and evaluates whether further investigations are necessary. The responsible employee conducts the investigation of the complaint, ensuring a complete understanding through interviews, document reviews, or additional document requests from the customer. After reviewing all information, the responsible employee makes a decision regarding the complaint.
After reviewing the complaint and making a decision, the customer will receive notification by email. The company strives to provide a full response within a reasonable timeframe. If a detailed investigation is necessary, a provisional response will be provided, explaining the measures taken and offering a revised timeline. All responses will be made in writing to maintain a documented record of the outcome.
The company reserves the right to block or suspend the customer’s account until the complaint is resolved.
If the customer is not satisfied with the response, they have the right to file a lawsuit in the respective courts of the Federative Republic of Brazil, alleging a violation of their rights.
Whenever a complaint is made against us, it must be submitted to our registered office: Rua Alfredo Chaves, 1208/708, CEP 95020-460, Caxias do Sul/RS. In case of judicial dispute, we reserve the right to designate the city of Caxias do Sul as the jurisdiction.