Mfunduyi ya Madandaulo ikufotokoza momwe Deriv imathandizira madandaulo. Cholinga chathu ndikuonetsetsa kuti madandaulo onse athandizidwa mwachilungamo komanso mwachangu.
Chonde dziwani kuti njira zenizeni ndi nthawi zake zitha kusiyana kutengera kampani ya Deriv yomwe muli nayo mgwirizano.
Momwe mungaperekere dandaulo
Ngati muli ndi dandaulo, njira yabwino kwambiri yotifikitsira ndi kutumiza imelo ku complaints@deriv.com.
Kuti mutithandize kufufuza ndi kuthetsa dandaulo lanu mwachangu momwe kungathekere, chonde phatikizani zinthu zotsatirazi mu imelo yanu:
- Nambala ya akaunti yanu
- Mafotokozedwe omveka bwino ndi atsatanetsatane a dandaulo lanu, kuphatikizapo masiku, nthawi, ndi malonda enieni okhudzidwa
- Zolemba zothandizira, monga zithunzi za pulatifomu yanu yamalonda kapena zolakwika za sisitimu, kuti zithandizire kafukufuku wathu
Nthawi zoyankhira
Cholinga chathu ndikuyankha nkhawa zanu mkati mwa nthawi zotsatirazi:
- Kuvomereza kulandira: mofulumira momwe kungathekere.
- Yankho (makasitomala a Deriv Investments (Cayman) Limited): Mkati mwa masiku 14 a kalendala. Nthawi imeneyi imayamba tsiku lotsatira dandaulo litalandiridwa.
- Yankho (makasitomala a makampani ena a gulu la Deriv): Mkati mwa masiku 15 a ntchito kuchokera pamene dandaulo lalandiridwa.
Ngati dandaulo ndi lovuta kwambiri ndipo silingathe kuthetsedwa mkati mwa nthawi yokhazikitsidwa pamwambapa, tidzakupatsani chidziwitso cholembedwa. Chidziwitsochi chidzafotokoza mmene kafukufukuyu akuyendera ndipo chidzapereka nthawi yoyembekezeredwa yoti mudzalandire yankho lomaliza.
Kutumiza dandaulo kwina
Ngati simukukhutitsidwa ndi yankho lathu lomaliza, kapena ngati sitinathetse dandaulo lanu mkati mwa nthawi yokhazikitsidwa, mutha kutumiza dandaulo lanu ku Financial Commission, bungwe lakunja lothetsa mikangano:
1. Kutumiza madandaulo
- Mutha kutumiza dandaulo ku Financial Commission masiku 45 kuchokera pamene chinthucho chinachitika.
- Financial Commission ili ndi masiku 5 oti ivomereze kuti yalandira dandaulo lanu, ndiponso masiku 14 oyankha dandaulo kudzera mu ndondomeko yathu ya Internal Dispute Resolution (IDR).
- Mutha kutumiza dandaulo ku Financial Commission pokhapokha ngati simukukhutitsidwa ndi chigamulo chathu, kapena ngati chigamulocho sichinaperekedwe mkati mwa nthawi yokhazikitsidwa.
2. Gawo lofufuza
- Financial Commission idzafufuza ngati dandaulolo ndi loona mkati mwa masiku 5 a ntchito.
- Mtsogoleri wa Dispute Resolution Committee (DRC) adzalankhula ndi inu komanso ife mkati mwa masiku 5 a ntchito, kuti apeze zidziwitso zonse zofunikira ndikuona ngati pali mwayi wothetsa dandaulo mu gawo lofufuzali.
- Ngati palibe mwayi wothetsa nkhaniyo womwe ungapezeke, dandaulo lidzapitirira ku gawo lopereka chigamulo, lomwe lidzayendetsedwa ndi DRC.
3. Gawo lopereka chigamulo
- DRC idzapereka chigamulo pa dandaulo.
- DRC itha kupempha zidziwitso zowonjezera kwa inu kapena ife, ndipo zidziwitsozo ziyenera kuperekedwa mkati mwa masiku 7.
4. Mphotho ndi malamulo
- Zigamulo zoperekedwa ndi DRC ndi zokakamiza kwa ife. Zigamulo za DRC ndi zokakamiza kwa inu pokhapokha mutazivomereza.
- Ngati mukuvomereza chigamulo cha DRC, muyenera kuchivomereza mkati mwa masiku 14. Ngati simuyankha chigamulo cha DRC mkati mwa masiku 14, dandaulolo lidzaonedwa ngati latsekedwa.
- Tiyenera kupereka malipiro a chigamulocho mkati mwa masiku 28 kuchokera pamene chigamulo chaperekedwa.
- Ngati chigamulocho chatipindulira, muyenera kutipatsa chikalata chotulutsa udindo mkati mwa masiku 7 kuchokera pamene chigamulo chaperekedwa, ndipo dandaulolo lidzaonedwa ngati latsekedwa.
5. Chenjezo
Financial Commission imalandira madandaulo onena za chigamulo kwa masiku 45 kuchokera pa tsiku lomwe chinthucho chinachitika, komanso pokhapokha wochita malondayo atayesa kale kuthetsa nkhaniyo mwachindunji ndi kampaniyo.
Mafunso ambiri
Pa mafunso wamba okhudza akaunti yanu ya malonda omwe sali madandaulo ovomerezeka, gulu lathu lothandizira lilipo kuti likuthandizeni:
- Pitani ku Help Centre kuti mupeze mafunso ofunsidwa kawirikawiri ndi matsogolero.
- Longedzelananso ndi ife kudzera pa live chat pa webusaiti yathu kuti mupeze thandizo nthawi yeniyeni.
