Complaints and Claims

Complaints and Claims

1. Purpose of the Regulations

These Regulations aim to set up and manage the processes through which members ("Members") of CLUB HAÏTIEN DE DÉVELOPPEMENT DE L'INVESTISSEMENT ET DE L'ENTREPRENEURIAT ("CIDEH") can voice their complaints and/or claims regarding the services they receive from CIDEH.

The head of the Customer Service Department will be someone with strong commercial and professional integrity, along with the necessary knowledge and experience to carry out their responsibilities effectively. It's important to note that integrity in business and professionalism is reflected in those who have consistently respected commercial laws and regulations governing economic activities and business practices, as well as maintaining good commercial and financial standards.

3. Starting the Process: Submitting Complaints or Claims

To kick things off, you’ll need to send your complaint or claim form to administration@cideh.com. Just a heads up, make sure that your complaint or claim form, along with any supporting documents, can be easily read, printed, and saved.

You can submit your complaint or claim in either Kreyòl or French. And don’t worry, there’s no cost for members to file complaints or claims.

4. Filing Deadlines for Complaints or Claims

Customers can file their complaints or claims as soon as they become aware of the situation that led to the complaint or claim. Remember, you only need to file your complaint or claim once; you won’t have to submit it multiple times to different CIDEH departments.

5. Acceptance for Processing

Once Customer Service receives your complaint or claim, they’ll open a file for it. You can expect a written acknowledgment of receipt within 7 days of submitting your form, which will also note the date you sent it. This is important for figuring out the maximum resolution period.

If we can’t clearly verify the identity of the person involved or if the details of the complaint or claim are unclear, the person who signed will need to complete the submitted documentation.
If this isn’t done, the complaint or claim will be archived and won’t be processed any further. Just a heads up: the time it takes for the interested party to fix any errors mentioned here won’t count towards the two-month resolution period.

6. Grounds for Inadmissibility

Certain circumstances require that complaints and claims be excluded from processing. These include:

Submission lacks essential information and, after notification, remains uncorrected (including failure to specify the grounds for the complaint or claim).
The matter is actually an appeal or legal proceeding, or falls under the jurisdiction of administrative, arbitration, or judicial bodies, or is already pending or resolved in such forums.
The complaint or claim does not reference any specific transaction or actionable event.
The issue raised has already been addressed in a previous complaint or claim submitted by the same party.
The complaint or claim is time-barred in accordance with applicable laws.
It is discovered that the same issue is simultaneously being processed both as a complaint or claim and within administrative, arbitration, or judicial proceedings.
If a complaint or claim is determined to be inadmissible for any of the above reasons, the party will be notified with a detailed explanation. A ten-calendar-day period will be granted for submission of additional arguments or clarifications. After this period, a final decision will be issued, either accepting the case for processing or confirming its rejection.

7. Admittance and Withdrawal

If CIDEH manages to resolve the issue with the concerned party to their satisfaction after a complaint or claim is made, they need to inform Customer Service in writing. In this case, the complaint or claim will be dismissed without any further action.

Interested parties have the right to withdraw their complaints and claims at any time. Once a withdrawal is made, the procedure regarding the complaint will be immediately terminated for that party.

8. Processing and Resolution

After a complaint or claim is accepted for processing, the Customer Service Department is required to resolve it within two months from the submission date. This resolution must be well-reasoned and include clear and precise conclusions about the complaint or claim.

The resolution will be sent to the Client via email, unless the Member prefers a paper copy, within a maximum of two months from when the complaint was submitted. All procedures related to complaints and claims will be thoroughly documented and made available to the relevant authorities.