Le Nqubomgomo Yezikhalazo ichaza ukuthi i-Deriv iziphatha kanjani izikhalazo. Sihlose ukuqinisekisa ukuthi zonke izikhalazo ziphathwa ngendlela enobulungiswa nenesikhathi esifanele.
Sicela niqaphele ukuthi izinqubo ezithile nezikhathi ezibekiwe kungahluka kuye ngokuthi yiyiphi inhlangano ye-Deriv enenze isivumelwano nayo.
Indlela yokufaka isikhalazo
Uma ninesikhalazo, indlela esheshayo kakhulu yokusazisa ngaso ukusithumelela i-imeyili ku-complaints@deriv.com.
Ukuze nisisize siphenye futhi sixazulule isikhalazo senu ngokushesha okukhulu, sicela nifake imininingwane elandelayo ku-imeyili yenu:
- Inombolo ye-akhawunti yenu
- Incazelo ecacile neneminingwane yesikhalazo senu, kuhlanganise izinsuku ezifanele, izikhathi, kanye nemisebenzi ethile yokuhweba
- Amadokhumenti asekelayo, njengama-screenshot wenkundla yenu yokuhweba noma amaphutha wohlelo, ukusiza uphenyo lwethu
Izikhathi zokuphendula
Sihlose ukuxazulula izinkinga zenu phakathi kwalezi zikhathi ezibekiwe:
- Ukuqashelwa kokutholwa: ngokushesha ngokomqondo ongenakwenzeka kangcono.
- Impendulo (amaklayenti e-Deriv Investments (Cayman) Limited): Phakathi kwezinsuku ezingu-14 zekhalenda. Lesi sikhathi siqala ngosuku olulandela usuku isikhalazo esitholwe ngalo.
- Impendulo (amaklayenti ezinye izinhlangano zeqembu le-Deriv): Phakathi kwezinsuku zebhizinisi ezingu-15 kusukela ekutholweni kwesikhalazo.
Uma kukhona isikhalazo esiyinkimbinkimbi futhi esingeke sixazululwe ngaphakathi kwezikhathi ezivamile ezingenhla, sizoninikeza ubuyekezo obubhaliwe. Lolu buyekezo luzochaza isimo sophenyo futhi lunikeze isikhathi esilindelekile sempendulo yokugcina.
Ukudluliselwa kwesikhalazo
Uma ningenelisekile ngempendulo yethu yokugcina, noma uma singakuxazululanga ukukhala kwenu ngaphakathi kwesikhathi esibekiwe, ningase nidlulisele isikhalazo senu ku-Financial Commission, okuyindlela yangaphandle yokuxazulula izingxabano:
1. Ukufaka izikhalazo
- Ningafaka isikhalazo ku-Financial Commission kuze kube semalangeni angu-45 ngemuva kwesigameko.
- I-Financial Commission inezinsuku ezingu-5 zokuqinisekisa ukuthi isikhalazo senu sitholakele kanye nezinsuku ezingu-14 zokuphendula isikhalazo ngenqubo yethu ye-Internal Dispute Resolution (IDR).
- Nizokwazi ukufaka isikhalazo ku-Financial Commission kuphela uma ningenelisekile ngesinqumo sethu noma uma isinqumo singenziwanga ngaphakathi kwesikhathi esibekiwe.
2. Isigaba sophenyo
- I-Financial Commission izophenya ukusebenza kwesikhalazo ngaphakathi kwezinsuku ezingu-5 zebhizinisi.
- Inhloko ye-Dispute Resolution Committee (DRC) izoxhumana nani nathi ngaphakathi kwezinsuku ezingu-5 zebhizinisi ukuze ithole yonke imininingwane edingekayo futhi ibone ukuthi kukhona yini ithuba lokuxazulula isikhalazo ngesikhathi sesigaba sophenyo.
- Uma kungatholakali ithuba lokuxazululwa, isikhalazo sizoqhubekela esigabeni sokunquma esizophathwa yi-DRC.
3. Isigaba sokunquma
- I-DRC izokwenza isinqumo sesikhalazo.
- I-DRC ingase icele imininingwane eyengeziwe kunina noma kuthi, okumele inikeze imininingwane eceliwe ngaphakathi kwezinsuku ezingu-7.
4. Izinqumo nemiyalelo
- Izinqumo ezenziwa yi-DRC ziyasibopha thina. Izinqumo ze-DRC ziniboph kuphela uma nizamukela.
- Uma nivumelana nesinqumo se-DRC, kuzodingeka nisamukele ngaphakathi kwezinsuku ezingu-14. Uma ningaphenduli esinqumweni se-DRC ngaphakathi kwezinsuku ezingu-14, isikhalazo sizothathwa njengesivaliwe.
- Kumele sinikeze inkokhelo yesixazululo ngaphakathi kwezinsuku ezingu-28 kusukela ngesikhathi isinqumo sifinyelelwa.
- Uma isinqumo senziwa sisekele thina, kumele ninikeze ukukhululwa kwethu ngaphakathi kwezinsuku ezingu-7 kusukela ngesikhathi isinqumo senziwa, futhi isikhalazo sizothathwa njengesivaliwe.
5. Isexwayiso
I-Financial Commission yamukela izikhalo ezingamadlulisela isikhathi esingangezinsuku ezingu-45 kusukela ngosuku lwesigameko futhi kuphela ngemuva kokuthi umhwebi ewazama ukuxazulula inkinga ngqo nenkampani.
Imibuzo ejwayelekile
Mayelana nemibuzo ejwayelekile ephathelene ne-akhawunti yenu yokuhweba engahlangene nesikhalo esisemthethweni, ithimba lethu losizo likhona ukuze linisize:
- Vakashelani Isikhungo Sosizo ukuze nithole imibuzo evame ukubuzwa kanye nemihlahlandlela.
- Xhumanani nathi nge-live chat kuwebhusayithi yethu ukuze nithole usizo ngesikhathi sangempela.
