1. Document a Complaint to IFCOMM
Inside 45 days from the season of the occurrence customer can record a grumbling to IFCOMM. Notwithstanding, customer must endeavor to determine his grumbling with the Member first.
Part has 5 days to recognize the customer objection was gotten and 14 days to answer the dissension through the Member’s Internal Dispute Resolution (IDR) method.
Customer can record a grumbling to IFCOMM just on the off chance that he is not happy with Member’s choice or choice wasn’t made inside 14 days.
2. Examination Phase
The IFCOMM will research the grounds of the grumbling and check its legitimacy inside 5 business days.
Head of DRC will contact the customer and the Member inside 5 business days to acquire all fundamental data and check whether there is an opportunity to settle the grievance amid examination stage.
On the off chance that no settlement opportunity amid the Investigation stage, dissension will go to the Determination Phase and the DRC.
3. Assurance Phase
In light of the reports and data that was gathered amid Determination Phase, the DRC will settle on a choice on the protestation.
In the event that extra data is required, DRC will demand such data from the customer or Member. Asked for party must answer inside 7 days.
4. Honors and Orders
DRC choices are official on Brokers. DRC choices are official on customers just in the event that they acknowledge them.
On the off chance that complainant concurs with DRC’s choice, he’ll have to acknowledge it inside 14 days. On the off chance that the Client does not react to the DRC’s choice inside 14 days the grumbling is viewed as shut
Part should grant the settlement inside 28 days of when the choice was come to.
On the off chance that the choice was supportive of the Member, the customer must give a discharge to the part inside 7 days of when the choice was made and the grumbling is viewed as shut