Lomgomo Wetikhalatelo uchaza kutsi iDeriv iyiphatsa njani imikhalo. Sihlose kucinisekisa kutsi yonkhe imikhalo iphatfwa ngendlela lelungile naphangisa.
Sicela nicaphele kutsi tinchubo letitsite kanye netikhatsi kungenteka tehluke kuye ngelicembu leDeriv leniye nemvumelwano nalo.
Indlela yekufaka sikhalo
Nangabe ninesikhalo, indlela leyincono kakhulu yekusitjela ngaso ngukutfumela i-email ku complaints@deriv.com.
Kuze nisisite kuphenya nekuxatulula sikhalo senu ngekushesha lokukhonakalako, sicela nifake lolu lwati kule-email yenu:
- Inombolo yenu ye-akhawunti
- Inchazelo lecacile naleniketa imininingwane yesikhalo senu, lokufaka kutichaza umkhondvo wetinsuku, tikhatsi, netenzeko letitsite
- Imibhalo lesekelako, njenge titfombe te-screenshot te-platform yenu yekuhweba kumbe emaphutsa esistimu, kuze kusite kuphenya kwetfu
Tikhatsi tekuphendvula
Sihlose kulungisa tinkinga tenu ngalesi sikhatsi lesilandzelako:
- Kwemukela kutfolwa kwesikhalo: ngekushesha lokukhonakalako.
- Kuphendvula (emakhasimende eDeriv Investments (Cayman) Limited): Ngaphakatsi kwetinsuku letili-14 tekhalenda. Lesikhatsi sicala ngelilanga lelilandzela emuva kwekutfolwa kwesikhalo.
- Kuphendvula (emakhasimende etinye tinkampani teDeriv group): Ngaphakatsi kwetinsuku letili-15 temsebenti kusukela ekutfolweni kwesikhalo.
Nasikukhalata kumatima kakhulu futsi kungeke kucatululwa ngesikhatsi lesijwayelekile lesisho ngenhla, sitakuniketa umbiko lobhaliwe lohlutako. Lombiko utawuchaza simo sekuphenya futsi unikete sikhatsi lesilindzelwe sekutfola imphendvulo yekugcina.
Kudlulisela sikhalazo
Nasingenami nelubonelo lwetfu lwekugcina, nobe sibe singakucatululi sikhalazo senu ngesikhatsi lesibekiwe, ningakwati kudlulisela sikhalazo senu ku-Financial Commission, inhlangano yangephandle yekucatulula kungavumelani:
1. Kufaka tikhalazo
- Ningakwati kufaka sikhalazo ku-Financial Commission kuze kube ngemalanga lali-45 emva kwesento.
- I-Financial Commission inemalanga lasihlanu ekwemukeleni kutsi sikhalazo senu sitfolakele kanye nemalanga lali-14 ekuphenduleni sikhalazo ngendlela yetfu yekucatulula kungavumelani yangekhatsi (Internal Dispute Resolution - IDR).
- Nitakwati kufaka sikhalazo ku-Financial Commission kuphela nasinganelisekile sincumo setfu nobe nasiso sincumo singakenteki ngesikhatsi lesibekiwe.
2. Sigaba sekuphenya
- I-Financial Commission itaphenya buciniso besikhalazo ngemalanga lasihlanu ebhizinisi.
- Inhloko ye-Dispute Resolution Committee (DRC) itashayela ucingo nine kanye naso ngemalanga lasihlanu ebhizinisi kute itfole lonkhe lwati loludzingekako futsi ibone kutsi kukhona yini litfuba lekucatulula sikhalazo ngesikhatsi sesigaba sekuphenya.
- Nangabe kungatfolakali litfuba lekucatulula, sikhalazo sitachubeka siye esigabeni sekwenta sincumo lesitawucutjwa yi-DRC.
3. Sigaba sekwenta sincumo
- I-DRC itakwenta sincumo ngesikhalazo.
- I-DRC ingacela imininingwane leyengetiwe kini nobe kitsi, lokumele siyinikete imphendvulo yaleyo mininingwane ngemalanga lasiyi-7.
4. Tinqumo kanye nemiyalo
- Tincumo letentiwa yi-DRC tiyasibopha. Tincumo te-DRC tiyanibopha kuphela nanitivumela.
- Nasivumelana nesincumo se-DRC, nitawudzinga kusivuma ngemalanga lasiyi-14. Nangabe ningaphenduli esincumweni se-DRC ngemalanga lasiyi-14, sikhalazo sitawutsatfwa njengesivaliwe.
- Kumele sinikete inkhokhelo yekucatulula ngemalanga langu-28 kusukela ngelilanga lelifikelwe kuso sincumo.
- Nangabe sincumo sentiwe ngekusibonelela, kumele sinikete incwadzi yekukhululwa kitsi ngemalanga lasiyi-7 kusukela ngelilanga lelentiwe ngaso sincumo, futsi sikhalazo sitawutsatfwa njengesivaliwe.
5. Sexwayiso
I-Financial Commission yemukela tikwelulo temalanga langu-45 kusukela ngelilanga lesento, futsi kuphela emva kwekutsi umhwebi asewutente umtamo wekucatulula inkinga nenkampani ngalokucondzene.
Imibuto lejvayelekile
Kutekibuto letijwayelekile letimayelana nemalini yenu yekuhweba lengakhankanyi sikhalazo lesisemtsetfweni, licembu letfu lekusekela liyatfolakala kutsi ninisite:
- Vakashelani Sikhungo Sekusita kuMibuto Lebutewa Kaningi netincwajana tekucondzisa.
- Sitsindzele nge-live chat kuliwebhusayithi letfu kutsi nitfole lusito ngesikhatsi lesisebentako.
