Customer Complaint Handling Procedure

1. Principles

• Accessibility and reasonable accommodation.
• Fairness, impartiality and a meaningful opportunity to be heard.
• Confidentiality on a need-to-know basis.
• No retaliation for a good-faith complaint.
• Proportionality, timely updates and documented outcomes.

2. How to complain

Complaints may be sent to support@baritex.io or through an available support channel. Privacy complaints may also be sent to privacy@baritex.io. A complainant may use an authorised support person or request an alternative accessible format. Baritex will not require unnecessary medical details.

3. Information to provide

• Name and preferred accessible contact method.
• Account, order or transaction reference where relevant.
• Description, dates, impact and desired resolution.
• Supporting information that can be shared lawfully.

4. Intake and acknowledgement

The assigned owner records the complaint, checks urgency and conflicts, and aims to acknowledge it within one business day. The acknowledgement should provide a reference, next step and any reasonably required information request.

5. Classification and escalation

• Low: routine query or readily correctable service issue.
• Medium: material service, billing, repeated accessibility or conduct concern requiring investigation.
• High: safety, fraud, discrimination, serious accessibility exclusion, data breach, legal threat, systemic AI harm or senior-management allegation. Escalate promptly to the COO or an independent authorised person.

6. Investigation

The investigator will define the issue, preserve relevant evidence, hear affected persons where appropriate, assess records objectively and document findings. A person with a material conflict must not decide the complaint.

7. Response standard

Baritex aims to provide a substantive response within three business days. This may be an outcome or a meaningful progress update. Complex matters may take longer; the complainant should receive the reason, interim protection where relevant and the next update date.

8. Outcomes

• Explanation, correction, re-performance, restored usage or technical remediation.
• Refund or billing adjustment under the Refund & Cancellation Policy.
• Accessible alternative, reasonable accommodation or product remediation plan.
• Policy, training, management or disciplinary action where appropriate.
• Referral to privacy, security, legal or external authority where required.

9. Review

A complainant may request review where material evidence was overlooked, the process was unfair, new evidence exists or the outcome appears materially inconsistent. Where practicable, a different authorised person will conduct the review.

10. Records and privacy

Complaint records will be access-restricted, retained only as reasonably necessary, and handled under the Privacy Policy. Outcomes involving personnel may be described without disclosing confidential employment information.

11. External rights

This Procedure does not prevent a complainant from contacting the Nigeria Data Protection Commission, consumer-protection authority, law-enforcement body, court or another competent authority where entitled.