Complaints Policy

Introduction

Trias Shipping & Logistics (“Trias”, “we”, “us”, “our”) is committed to providing high-quality services and addressing any concerns or complaints our clients may have. This Complaints Policy outlines how you can raise a complaint, how we will handle it, and the steps involved in the resolution process.

Purpose

The purpose of this policy is to ensure that all complaints are managed in a fair, transparent, and timely manner. We value your feedback and aim to resolve any issues to your satisfaction.

Definition of a Complaint

A complaint is defined as an expression of dissatisfaction regarding our services or the conduct of our staff, which requires a formal response and resolution. Complaints may relate to service quality, delays, handling of goods, or any other aspect of our service.

How to Submit a Complaint

1. Initial Contact: For any issue or concern, we encourage you to first contact our customer service team. You can reach us via:

• Phone: +92 300 3306614
• Email: complaint@triaslogistics.com

2. Formal Complaint Submission: If the issue is not resolved through initial contact, you can submit a formal complaint by providing the following details:

• Your Full Name
• Contact Information
• Description of the Complaint
• Relevant Dates and Details
• Any Supporting Documentation

Formal complaints can be submitted via:

• Email: complaint@triaslogistics.com

Complaints Handling Process

1. Acknowledgment: We will acknowledge receipt of your complaint within [3] business days. This acknowledgment will include an outline of the next steps in the process.

2. Investigation: Your complaint will be investigated thoroughly. We may contact you for additional information or clarification. The investigation process typically takes [1] business day, depending on the complexity of the complaint.

3. Resolution: We will provide a formal response to your complaint, detailing our findings and the actions we will take to address the issue. If the complaint is upheld, we will outline any compensation or corrective measures.

4. Escalation: If you are not satisfied with our resolution, you may escalate the complaint to a senior manager or an external dispute resolution service. Details for escalation will be provided in our response.

Confidentiality

All complaints will be handled with the utmost confidentiality. Personal information provided during the complaints process will be used solely for the purpose of resolving the complaint and will not be disclosed to third parties without your consent, except where required by law.

Records and Monitoring

We maintain records of all complaints and their outcomes for quality control and continuous improvement purposes. This helps us identify trends and enhance our services.

Review and Feedback

We periodically review our complaints handling process to ensure its effectiveness. Feedback from our clients is crucial for improving our services. If you have any suggestions for improvement, please let us know.

Policy Review

This Complaints Policy will be reviewed annually and updated as necessary to ensure it remains effective and compliant with relevant regulations.