Managing concerns entails the handling of personal information regarding the individual expressing discontent or acting as a representative for the organization or legal entity raising the issue. The Board of Directors has endorsed this protocol to steer the reception, management and resolution of grievances in a swift, efficient, and proficient manner. Our objective is to maintain our standing as an institution that delivers top-tier professional offerings, all while remaining open and responsive to the contentment and needs of our clientele.

Definition of Grievance: Within this Protocol, a grievance is defined as “an expression of dissatisfaction conveyed to an entity, whether spoken or in writing, concerning the entity’s offerings, services, and actions carried out by an employee or the grievance resolution process itself, with the anticipation, explicit or implicit, of a reply or solution.”

Our aim is to simplify the grievance procedure for our clients as much as possible. If you possess any reservations or grievances, please adhere to the guidelines detailed below:

1. Registering a Grievance:

• Grievances must be formally submitted, either in writing via email or through our designated grievance form, which can be accessed on our website.
• The grievance should elucidate the nature of the matter, supplying pertinent information such as dates, persons involved, and any corroborating documentation.
• While anonymous grievances will be accommodated, providing contact information will enhance our ability to engage with you more effectively during the inquiry process.

2. Grievance Handling:

• Upon receipt of a grievance, our dedicated grievance management team will promptly instigate an inquiry.
• We will expeditiously confirm the reception of the grievance, apprising you of the ensuing steps in the process.
• Throughout the inquiry, we may solicit supplementary data or evidence from you to enable a comprehensive evaluation of the issue.
• Our aim is to furnish a response or resolution to the grievance within the stipulated timeframe, while maintaining you apprised of developments in the course of the procedure.

3. Privacy and Data Safeguarding:

• Every grievance and personal information provided will be handled with stringent confidentiality and in conformity with pertinent data protection regulations.
  Personal data will be employed solely for the purposes of scrutinizing and reacting to the grievance.

4. Suggestions: We also hold in high regard suggestions and feedback from our patrons. If you have a suggestion that does not necessitate a formal resolution process, you can relay your feedback by dispatching a message to us.

We are firm in our commitment to continuously enhance our activities and ensure the gratification of our stakeholders. Your feedback constitutes a pivotal factor in aiding us to realize these objectives. If you have any inquiries or need further assistance, kindly don’t hesitate to get in touch with us.

We express our gratitude for selecting TriOil Group DMCC. Your confidence in our products and services is cherished, and we pledge to promptly and adeptly address any concerns or grievances you may encounter.