Complaints Procedure
Governing Information and Procedures for Handling Submissions Related to Services Provided by Investown Technologies s.r.o.
Regulatory Information and Procedures for Handling Submissions Related to Services Provided by Investown Technologies s.r.o., ID: 086 67 144, registered office
Inovační 122, Hodkovice, 252 41 Zlatníky-Hodkovice, registered in the Commercial Register of the Municipal Court in Prague, section C, file 322874 (hereinafter referred to as'Company“).
In this document:
“Submitter“means the Client, the Company's business partner, the Project Owner, or any other entity that has submitted a Complaint, Complaint or Incentive to the Company;
“Submission“means Complaint, Complaint and Complaint;
“Stimulus“means a communication from the content of which it is clear that the Client, the Company's business partner, the Project Owner, or any other entity makes a proposal to the Company to improve the existing situation or to solve a task more economically, in particular in relation to the Platform;
“Complaints“means a communication from the content of which it is clear that the Client, the Project Owner, the Company's business partner, or any other entity is exercising a right against the Company for defective performance of the ECSPR services provided;
“Complaint“means a communication that the Submitter complains about a certain fact that occurred or did not occur in the framework of the provision of ECSPR services and which is not a Complaint.
Unless otherwise stated, the other terms used herein have the meanings set forth in the Company's General Terms and Conditions (hereinafter referred to as “”VOP“).
How can you file a Submission?
A Complaint and Complaint can only be filed using the form below by one of the following procedures:
- by e-mail to the e-mail address support@investown.cz;
- through the contact form available at https://www.investown.cz/kontaktin which the Submitter provides the email and message.
The Complaint and Complaint must contain at least the information requested in this form.
The applicant must supplement the claims made in the Complaint or Complaint with appropriate means of proof. The form is available to the Submitters in all languages in which a document with key information for Clients in accordance with Articles 23 and 24 of the ECSPR is drawn up, i.e. in the Czech language.
Other submissions (i.e. Initiatives) can be submitted even without the use of the form, in the following ways:
- by telephone via telephone support available at the telephone number published on the website https://www.investown.cz/;
- by e-mail to the e-mail address support@investown.cz;
- through the contact form available at https://www.investown.cz/kontaktin which the Submitter provides an e-mail and a message;
- through the Messenger application;
- through the Instagram application;
- through the social network Facebook;
- through the App Store application (within the framework of the Platform rating);
- via the Google Play app (within the Platform Ranking).
Submission of a Complaint, Complaint or Complaint is allowed free of charge.
How do we continue to work with your Submission?
Upon receipt of the Submission, the Submitter shall be notified via his e-mail address or telephone number no later than 10 working days after receipt of the Submission that the Submission has been received, identification and contact details including the e-mail address and telephone number of the person who will process the Submission, and the deadline for processing his Submission. If the Complaint or Claim does not contain evaluable information enabling it to be dealt with, that is, as a rule, who submits it, which case is concerned and what is proposed, the Submitter is invited to supplement it within a reasonable time. If, despite the challenge, the Complaint or Complaint is not completed within the specified period, it shall be postponed. If the complaint does not contain evaluable information enabling it to be dealt with, it shall be postponed. The Company handles all Submissions, whether justified or unauthorized, including those filed repeatedly. During the entire communication of the Company with the Submitter, the Company uses a clear and understandable form of communication in the language of the Submitter's choice, if it is in all the language in which a document with key information for Clients is drawn up within the meaning of Articles 23 and 24 ECSPR.
How do we let you know about the result?
The Support Specialist shall respond to the Complaint or Claim submitted within fifteen (15) working days of receiving or supplementing it. If it is not possible to respond to the Complaint or Complaint within this period due to obstacles independent of the Company's will, the Submitter shall be notified of this within fifteen (15) working days from receipt. The Company shall then respond within thirty (30) business days after the date of receipt or completion of the Complaint or Complaint. Where appropriate, the Company shall inform the Claimant of the steps it takes to resolve its Complaint or Complaint. The Company shall respond to further requests for information and questions from the Complainant or Complaint without undue delay. The handling of Complaints and Complaints must be consistent with the handling of previous Complaints and Complaints, any differences must be duly justified. The Support Specialist shall respond to the Complaint submitted within a reasonable period of time; the information on the outcome of the Complaint and Complaint investigation shall be applied to the Complaints in an appropriate manner.
What to do if we do not comply with your Submission?
If the Complaint or Claim is not handled positively or if it is postponed, the Respondent's response will be justified. In case of dissatisfaction with the processing of your submission, you can contact the CNB or claim your rights under Act No. 99/1963 Coll., Code of Civil Procedure, as amended.