Techsta strives for excellence in everything we do. Occasionally, however, we will fall short of the high expectations our business associates, clients and partners have for us. When that happens, we want to know. This allows us to consider what has happened and have a chance to rectify any mistakes we may have made.
Techsta’s complaints policy covers all types of complaint, to ensure that all complaints are treated with due consideration, fairness and equitability. It covers all services and products which we deliver directly, or are delivered by third parties on our behalf; and also the behaviour and conduct of Techsta’s staff, and that of our contractors.
This complaints policy cannot be used where Techsta has in place other policies or procedures that cover specific areas such as by staff who should refer to the staff grievance policy/procedure.
If you have a general complaint about someone or something at Techsta, please address your correspondence to email@example.com. We will review your concerns and respond to you within 28 days of receipt of your complaint.
General Data Protection Regulations (GDPR) complaints
If you wish to complain to Techsta about how your personal information has been processed, your GDPR complaint has been handled, or appeal against any decision made following a complaint, you can do so by following the steps below.
Procedure for handling and escalation of GDPR related complaints:
1. Complaints regarding how your personal information has been processed can be submitted in one of the following ways:
By email to our Data Protection Officer Sinikelo Kubheka at firstname.lastname@example.org; or
By post to K2 Partnering Solutions Holding Co Ltd, FAO Data Protection Officer, 1-3 Heathmans Rd, Parsons Green, London SW6 4TJ, UK.
Techsta will acknowledge receipt of the complaint within 3 working days.
2. The Data Protection Officer will review and respond in writing to your complaint within 28 working days of receipt of the complaint. If an extension is required, this will be with the agreement of both parties and up to a maximum of a further 10 working days.
3. If you remain dissatisfied you may forward your complaint to Techsta’s lead supervisory authority, the Information Commissioner’s Office (ICO) Wycliffe House Water Lane Wilmslow Cheshire SK9 5AF, UK, or alternatively to a supervisory authority in the country you are resident.
Complaints submitted anonymously will be considered if there is enough information in the complaint to enable Techsta to make further enquiries. If, however, an anonymous complaint does not provide enough information to enable us to take further action, we may decide not to pursue it further.
However, Techsta may give consideration to the issues raised, and will record the complaint so that corrective action can be taken as appropriate. Any decision not to pursue an anonymous complaint will be authorised by the Data Protection Officer. If an anonymous complaint contains serious allegations, it will also be reviewed by an independent member.
Abusive, persistent or vexatious correspondence and complaints
It is important to distinguish between people who make a number of complaints because they really think things have gone wrong, and people who are simply being difficult. It must be recognised that complainants may sometimes act out of character at times of anxiety or distress and we make reasonable allowances for this.
Techsta might consider the following complaints vexatious or abusive:
Techsta will firstly ensure that correspondence and/or complaints are being, or have been, investigated properly. Techsta recognises that failing to deal with an issue promptly or properly can lead people to behave in ways we might otherwise characterise as vexatious or abusive. If a decision has been taken to record the complaint formally, Techsta then has to decide on the next steps.
Prior to any decision to treat a complaint or correspondent as vexatious or abusive, Techsta will issue a warning to the complainant. The complainant will be contacted either by phone, in writing or by email to explain why this behaviour is causing concern, and asked to change this behaviour. Techsta will also warn of the actions that may be taken if the behaviour does not change. If the behaviour continues, the Data Protection Officer will decide whether to limit contact from the individual and to what extent. Any restriction that is imposed on contact with Techsta will be appropriate and proportionate and will be subject to review. The kinds of restrictions which may be imposed are:
When the decision has been taken to apply this policy, the individual will be written to with reasons for the decision and what action Techsta is taking. That decision may be amended if the individual continues to behave in a way which is unacceptable. Where the behaviour is so extreme or it threatens the immediate safety and welfare of staff, Techsta may consider other options, for example reporting the matter to the police or taking legal action.
Adequate records will be retained by the Data Protection Officer of the details of the case and the action that has been taken and retain a record of: