World Economic Mobility Complaint Policy

WEM Complaint Handling Policy

1. Introduction

This Complaint Handling Policy (“Policy”) governs the manner in which complaints and feedback raised by users of the World Economic Mobility Ltd. (“WEM”) App and platform (collectively the “WEM App”), including passengers, drivers, clients, vendors, and other stakeholders (collectively “Users”), are received, processed, investigated, and resolved. This Policy aims to ensure transparency, fairness, accountability, and compliance with applicable laws and regulatory standards.

2. Purpose and Scope

2.1 The primary objectives of this Policy are to:

• Establish a clear, fundamental, moral, legally/judicially tenable, accessible, and effective complaint administrative tenable framework.
• Ensure all complaints are handled promptly, thoroughly, impartially, and confidentially.
• Protect the privacy and rights of all parties involved in the complaint process.
• Use complaint data to identify systemic issues and continuously improve the WEM App and the services provided by WEM and its associated drivers.

2.2 This Policy applies to all complaints relating to the use of the WEM App, including but not limited to passenger services, driver conduct, and operational matters.

3. Policy Review and Amendments

3.1 WEM reserves the right to update or amend this Policy from time to time to reflect changes in legal requirements, regulatory guidance, or internal operational procedures.

3.2 The latest version of this Policy will be published on the WEM website and within the WEM App. Users are encouraged to review the Policy periodically to remain informed of any changes.

4. Commitment to User Safety and Security

4.1 Passenger Safety: WEM prioritizes the safety and security of all passengers using its services. Passengers who perceive an immediate threat to their safety or witness any unlawful conduct are advised to promptly use panic button and intercom or contact local law enforcement or emergency services. WEM will cooperate fully with authorities in any investigations arising from such reports.

5. Principles Governing Complaint Management

WEM commits to:

• Managing all complaints with impartiality, objectivity, and respect for privacy.
• WEM provides you clear, accessible channels for users to submit complaints against WEM or its drivers.
• Maintaining confidentiality and safeguarding personal information in accordance with applicable data protection laws.
• Ensuring timely acknowledgement, investigation, and resolution of complaints.
• Keeping complainants informed about the status and outcome of their complaints.
• Allocating sufficient and qualified resources to manage complaints effectively.
• Retaining records of complaints and related investigations in compliance with statutory requirements such as criminal complaints, civil complaints.

I. Core Grievance Details

These are the fundamental pieces of information for any complaint:

• Grievance ID: Unique identifier for tracking.
• Date & Time of Complaint: When the complaint was registered.
• Date & Time of Incident: When the reported incident occurred (if different from grievance time).
• Complainant Information:
  • Name
  • Contact Number
  • Email Address
  • Customer ID (if applicable, e.g., for frequent users or app users)
• Driver Information:
  • Driver ID
  • Driver Name
  • Vehicle Registration Number
  • Vehicle Make/Model
• Trip Information (if applicable):
  • Booking ID/Trip ID
  • Pickup Location
  • Drop-off Location
  • Fare Paid/Estimated Fare
  • Payment Method
• Grievance Category: (See Section II for detailed categories)
• Complaint Sub-category: More specific classification within a category.
• Detailed Description of Complaint: A free-text field for the complainant to elaborate.
• Severity Level: (e.g., Low, Medium, High, Critical – based on impact or safety concerns).
• Grievance Status: (e.g., New, In Progress, On Hold, Resolved, Closed, Escalated).
• Date of Resolution: When the complaint was officially resolved.
• Resolution Details: What actions were taken to resolve the complaint.
• Resolved By: Name/ID of the person who handled the resolution.
• Follow-up Actions Required: Any subsequent steps needed.

II. Grievance Categories (Examples)

These categories help in identifying recurring issues and trends:

A. Behavior & Professionalism of Driver/Passenger:

• Rudeness/Aggressiveness
• Unprofessional conduct (e.g., smoking, loud music, etc)
• Distracted driving (e.g., phone use while driving, etc)
• Inappropriate conversation/comments
• Refusal to take shortest route
• Not following traffic rules
• Fatigued driving, etc

B. Vehicle & Safety:

• Vehicle cleanliness (interior/exterior)
• Vehicle maintenance issues (e.g., broken AC, rattling noises, worn tires)
• Safety concerns (e.g., seatbelts not working, unsecured doors)
• Malfunctioning equipment (e.g., GPS, payment terminal)
• Strong odors in the vehicle

C. Pricing & Fare Issues:

• Overcharging/Incorrect fare calculation
• Refusal to use meter (if applicable)
• Hidden charges
• Dispute over surge pricing
• Payment processing issues

D. Trip Management & Logistics:

• Late arrival/No show
• Cancellation by driver (without valid reason)
• Incorrect pickup/drop-off location
• Taking wrong turns/inefficient route
• Driver asking for directions frequently
• Difficulty in communication with driver

E. Lost & Found:

• Items left in the cab by passenger
• Items found in the cab by driver (and not returned promptly)

F. App/Technology Issues (if applicable):

• Booking errors
• GPS inaccuracies
• Payment gateway failures
• App crashing/freezing
• Incorrect driver/vehicle displayed in app

G. Customer Service Related:

• Difficulty reaching customer support
• Unsatisfactory response from customer support
• Delay in resolution from customer support

H. Discrimination/Harassment (Critical Category):

• Any form of discrimination (Racial, Gender, Religious, etc.)
• Harassment (Verbal, Physical, Sexual)

III. Resolution & Follow-up Data

• Action Taken: (e.g., Driver warning, Driver suspension, Driver training, Refund issued, Partial refund, Apology, No action due to insufficient evidence, etc).
• Compensation/Refund Details: Amount, Date, Method.
• Complainant Satisfaction with Resolution: (e.g., Survey response, Direct feedback).
• Internal Notes: Any additional internal comments or investigation details.
• Evidence Collected: (e.g., Screenshots, Call recordings, CCTV footage, GPS data, etc).

IV. Performance Metrics & Analytics Data

This data is derived from the above and used for analysis:

• Average Resolution Time: Time taken to resolve complaints.
• Complaint Volume: Number of complaints per day/week/month.
• Complaint Trends: Identification of recurring issues over time.
• Driver Performance Scores: Based on complaint history.
• Customer Retention Rates: How complaints impact customer loyalty.
• Root Cause Analysis: Data to identify the underlying reasons for common complaints.

Importance of maintaining this data:

• Improve Service Quality: Identify weaknesses and areas for improvement.
• Enhance Customer Satisfaction: Address issues promptly and effectively.
• Driver Management: Monitor driver performance, identify training needs, and take disciplinary action when necessary.
• Risk Mitigation: Address safety concerns and prevent potential legal issues.
• Operational Efficiency: Optimize processes based on common complaint types.
• Reputation Management: Show commitment to resolving issues and maintaining a positive brand image.
• Data-Driven Decision Making: Use insights from complaints to make informed business decisions.

6. Complaint Handling Process

6.1 Submission: Complaints may be submitted via the WEM App, website, email, or other official communication channels designated by WEM.

6.2 Acknowledgment: Upon receipt, WEM will acknowledge the complaint in writing (via email or postal mail) within 48 hours, providing contact details of the complaint handler.

6.3 Assessment and Prioritization: Complaints will be assessed to determine severity and urgency. Complaints posing immediate safety risks or legal concerns will receive priority handling.

6.4 Investigation: WEM will conduct a thorough and impartial investigation, gathering relevant facts and evidence. Investigations will be carried out in a timely manner, generally aiming to resolve complaints within fourteen (14) business days. Where investigations require more time, complainants will be notified of the reasons and expected timeframes.

6.5 Resolution and Communication: Upon concluding the investigation, WEM will communicate findings and any remedial actions to the complainant in writing. Complainants may request a written summary of the investigation if the initial communication is verbal.

6.6 Closure: Once a complaint is satisfactorily resolved, the complaint file will be formally closed.

6.7 Escalation: If a complainant is dissatisfied with WEM’s response, they may escalate the matter to relevant regulatory authorities or dispute resolution bodies, details of which will be provided upon request.

7. Recordkeeping and Compliance

7.1 WEM will maintain comprehensive records of all complaints, investigations, and resolution.

7.2 Records will be securely stored and accessible only to authorized personnel to ensure confidentiality and data integrity.

8. Regulatory and Legal Compliance

8.1 WEM’s complaint handling practices comply with applicable laws, including but not limited to consumer protection statutes, data privacy laws, and transport regulations.

8.2 WEM is committed to cooperating with regulatory authorities during complaint investigations and audits to ensure full compliance and accountability.

9. Training and Continuous Improvement

9.1 WEM will provide ongoing training to personnel responsible for complaint handling to ensure adherence to legal standards, ethical practices, and customer service excellence.

9.2 Complaint data and trends will be regularly analyzed to identify systemic issues and inform policy updates, operational improvements, and risk mitigation strategies.

10. Contact Information

Users may submit complaints or request further information about this policy via the following channels:

Email: ccs@wemway.com