COMPLAINTS AND DISPUTES SETTLEMENT MECHANISM
DRIZY CO., LTD and the chauffeur (driver) are responsible for accessing complaints and assisting customers (vehicle owners) related to the connected driver hire service via the Drizy App. Complaints of customers (vehicle owners) related to Driving for, using the Drizy Application are independently resolved by DRIZY CO., LTD on the basis of the provisions of law, Terms and Conditions. use the service announced to the member. When a dispute arises, DRIZY CO., LTD. promotes negotiation and mediation between the parties in order to maintain the trust of members in the quality of services of DRIZY and customers (vehicle owners) can perform complaint in one or both of the following ways:
Method 1: Complaint directly to the driver for the driver (driver) can complain about the service of the driver directly. In this case, the driver is responsible for handling complaints and responding to customers.
Method 2: Complaints to DRIZY CO., LTD Customers (vehicle owners) can complain about the driver's services to DRIZY CO., LTD according to the following process:
Step 1: Respond to DRIZY CO., LTD by calling 0225 999 3 888 & 0343539302, send feedback via the “Help” section of the DRIZY app, from the official Drizy Facebook social networking site – Book Driver, from the Drizy app – Book a Driver right after each ride, and/or other forms that are not against the law. The statute of limitations for Drizy to receive complaints is three (03) months from the date of using the service or from the date of the incident.
Step 2: Within two (02) working days after receiving the complaint, DRIZY CO., LTD will check and confirm the information about the complaint and notify the relevant parties. DRIZY COMPANY LIMITED will also verify the content of the complaint, review and analyze the cause of the complaint, the scope of the complaint and the handling responsibility to coordinate with the driver partner to come up with a solution. appropriate treatment. Within seven (07) working days after receiving the notice from DRIZY CO., LTD about the complaint, the driver partner will actively coordinate with DRIZY CO., LTD to settle and handle the complaint; proactively notify the complainant and DRIZY CO., LTD notifies the complainant of the complaint settlement and handling measures.
Step 3: In case the complainant disagrees with the driver's handling measure, then DRIZY CO., LTD is responsible for presiding over the negotiation and conciliation between the parties to come up with a solution. Final complaint handling. In case the negotiation and conciliation does not come to a result or the complainant asks a competent legal authority to intervene, DRIZY COMPANY LIMITED will coordinate with the driver to report to the competent state agency in the following cases: necessary case.
DRIZY CO., LTD respects and strictly implements the provisions of the law on protecting the rights of users. Therefore, it is recommended that drivers strictly comply with the provisions of the law in the field of traffic, as well as have appropriate behaviors for customers. Any acts of fraud, fraud in business, as well as acts of causing trouble and harm to others are also worthy of condemnation and must be fully responsible before the law. The parties including the driver, the customer (vehicle owner) are responsible for actively solving the problem. The driver must be the party actively handling and resolving complaints. DRIZY CO., LTD will only play the role of coordinating and supporting the handling and settlement of complaints between the driver and the buyer.
DRIZY CO., LTD will provide information related to customers (vehicle owners) and drivers if requested by the parties involved in the dispute or the competent legal authorities. After the driver and customer (vehicle owner) have resolved the dispute, complaint, the driver is responsible for notifying DRIZY CO., LTD. In case the transaction arises in conflict but the error related to the violation of the Driver Partner's Code of Conduct has been committed by the driver and DRIZY CO., LTD in the driver partner cooperation contract, the COMPANY TY DRIZY will apply corresponding violation handling measures.
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