Idol.energy is dedicated to providing the best possible service to our customers and stakeholders. This complaints policy outlines the procedures for addressing and resolving complaints in a fair and timely manner.
Submission: Complaints can be submitted in writing via email or postal mail, or through our designated online complaint form available on our website.
Required Information: When submitting a complaint, please provide your name, contact information, and a detailed description of the issue.
Acknowledgment: We will acknowledge receipt of your complaint within 14 days working days and provide you with a reference number for tracking purposes.
Investigation: Our team will conduct a thorough investigation into the matter and strive to provide a resolution within 30 days working days.
Communication: We will keep you informed of the progress and any developments during the investigation process.
Resolution: Once the investigation is complete, we will provide you with the findings and proposed resolution.
Appeals: If you are not satisfied with the resolution provided, you may appeal by providing additional relevant information or requesting a review by a senior management team.
Confidentiality: All complaints and personal information will be handled with the utmost confidentiality in accordance with Ghana's data protection laws.
Records: We maintain records of all complaints received and the corresponding actions taken for internal review and improvement.
Review: This complaints policy is subject to regular review and updates to ensure continued compliance with the laws of Ghana and to improve our complaint handling process.
