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Dispute Resolution Process

Last updated: February 23, 2023

At tenantpe, we are committed to providing high-quality services and ensuring customer satisfaction. However, we understand that disputes may occasionally arise. This Dispute Resolution Process outlines the steps for addressing and resolving any issues our clients may encounter.

1. Initial Communication
1.1 Contact Customer Service:
  • Clients should first contact our customer service department to report any issues or disputes. This can be done via phone, email, or through our online portal.
  • Our customer service team will acknowledge receipt of the complaint within 24 hours and will endeavor to resolve the issue promptly.
1.2 Information Gathering:
  • Clients should provide detailed information about the dispute, including the nature of the issue, relevant dates, and any supporting documentation (e.g., photos, receipts).
  • Our team may contact the client for additional information if necessary.
2. Internal Review
2.1 Assessment:
  • Once the complaint is received, our internal team will review the details and assess the situation.
  • This assessment will include reviewing service records, communication logs, and any other relevant information.
2.2 Resolution Proposal:
  • After the assessment, our team will propose a resolution to the client. This may include a service redo, a partial or full refund, or any other appropriate remedy.
  • The resolution proposal will be communicated to the client within 5 business days from the initial complaint.
3. Resolution Agreement
3.1 Client Acceptance:
  • The client will review the proposed resolution and communicate their acceptance or any concerns they may have.
  • If the client accepts the proposal, the agreed-upon resolution will be implemented promptly.
3.2 Further Negotiation:
  • If the client is not satisfied with the proposed resolution, further discussions will take place to reach a mutually acceptable solution.
  • Our goal is to resolve disputes amicably and to the satisfaction of both parties.
4. Escalation Process
4.1 Formal Escalation:
  • If a satisfactory resolution cannot be reached through initial communication and internal review, the client can formally escalate the dispute.
  • The client should submit a written escalation request to the company's management team, detailing the unresolved issue and desired outcome.
4.2 Management Review:
  • The management team will review the escalated dispute and conduct a thorough investigation.
  • A formal response will be provided to the client within 10 business days of receiving the escalation request.
5. External Resolution
5.1 Mediation:
  • If the dispute remains unresolved after the escalation process, the company may suggest mediation as an alternative dispute resolution method.
  • Mediation will involve a neutral third party to facilitate discussions and help reach a resolution.
5.2 Legal Action:
  • As a last resort, if all other resolution methods fail, the client or the company may pursue legal action.
  • Both parties agree to resolve disputes under the jurisdiction of the Singapore courts.
6. Feedback and Continuous Improvement
6.1 Feedback Collection:
  • After the resolution of the dispute, we will collect feedback from the client to understand their experience and identify areas for improvement.
6.2 Process Improvement:
  • The company will use this feedback to improve our services and dispute resolution processes, ensuring better client satisfaction in the future.

By following this Dispute Resolution Process, we aim to handle disputes efficiently, fairly, and to the satisfaction of our clients. If you have any questions or need assistance, please do not hesitate to contact our customer service team.