In business, complaints or disputes are bound to happen. The important thing is not to avoid problems entirely, but rather for all parties to work together to resolve them in a transparent, objective, and lawful manner .
Coffiona always listens to feedback from partners and customers, and prioritizes resolving issues in a spirit of cooperation, mutual respect, and with a focus on the long-term benefits of the entire distribution system.
1. Purpose
This policy was developed to:
- Establish a process for receiving and handling complaints.
- Protecting the legitimate rights and interests of all parties.
- Disputes should be resolved in a transparent, objective, and good-faith manner.
- Minimize unnecessary impacts on the business operations and reputation of the Coffiona system.
2. Principles for resolving complaints
Coffiona handles and processes complaints according to the following principles:
- Listen carefully to the opinions of all stakeholders.
- Verify information based on documents, evidence, and factual data.
- An objective assessment, unbiased towards any side.
- The issue should be resolved in a spirit of cooperation and in compliance with the law.
- Prioritize negotiation and reconciliation before resorting to other measures.
3. Receiving complaints
3.1. Target audience
Coffiona accepts feedback and complaints regarding:
- This product is distributed by Coffiona.
- Collaborative activities between Coffiona and its partners.
- Problems arise during the distribution or supply process.
- Other activities fall within the scope of Coffiona’s operations.
3.2. Method of reception
Partners can submit information through Coffiona’s official contact channels.
To ensure prompt and accurate processing, feedback should include relevant information such as:
- Time of occurrence.
- Details of the incident.
- Images or documents (if any).
- Other relevant evidence.
4. Processing procedure
After receiving the information, Coffiona will take the following steps:
Step 1. Receiving information
Record all feedback or complaints in full.
Step 2. Verification
Review records, documents, and evidence, and communicate with relevant parties to clarify the cause.
Step 3. Evaluation
The case will be evaluated based on objectivity, legal regulations, and agreements reached by all parties.
Step 4. Discuss proposed solutions.
Announce the verification results and discuss appropriate solutions with all parties involved.
Step 5. Conclude the case.
After the parties agree on a solution or the case is handled according to the law, the records will be archived for management purposes and to facilitate operational improvement.
5. Responsibilities of the parties
For Coffiona
Coffiona is committed to:
- Receive and process information seriously.
- Respect the legitimate rights and interests of all parties.
- Protecting information within the limits permitted by law.
- Let’s cooperate in good faith to find a suitable solution.
For partners
Partners need:
- Provide truthful information.
- Cooperation during the verification process.
- Do not conceal or misrepresent information.
- Work together to resolve issues in a constructive manner.
6. Principles of communication in case of disputes
Coffiona always respects its partners’ right to provide feedback, suggestions, and complaints.
However, to ensure objectivity and minimize unnecessary damage to the reputation of any party, Coffiona encourages the completion of the verification process before publishing any information in the media or on social networks.
If one party intentionally provides false information, distorts the facts of a case, uses unverified information, or exploits social media to harm the reputation, brand, or business operations of the other party, that party shall be held liable according to the law.
7. Applicable Terms
- This policy applies to partners within the Coffiona system.
- Each case will be reviewed based on records, evidence, and factual circumstances.
- Coffiona does not automatically assume responsibility until the verification process is complete.
- If the parties fail to reach an agreement, the matter will be resolved according to the provisions of the law or by the competent authority.
A message from Coffiona
Coffiona believes that a sustainable partnership is not measured by the absence of conflict , but by how the parties work together to resolve any problems that arise .
We always prioritize transparency, listening, and collaboration to protect the legitimate interests of our partners while maintaining the reputation of our entire distribution system. Every feedback is an opportunity for Coffiona to improve and work with our partners to build a professional, fair, and sustainable business environment.