Xuno Involute Inc. Complaint Management Procedures Jun 28, 2022 Purpose This document describes the measures that Involute Inc. (DBA Xuno) takes to ensure that effective procedures for the prompt handling of complaints are in place. It provides clear, accurate and up-to-date guidelines in respect of the Complaints handling process. Xuno will respond to all complaints (both consumer and non-consumer), written or oral, promptly and in an appropriate manner. Xuno’s process is intended to promote a quick, decisive, fair and accurate response to all inquiries, questions and concerns brought to Xuno’s attention. A Complaint management process acts as a control against compliance violations. Complaints provide an opportunity for Xuno to improve its processes and procedures to communicate with customers so they better understand a product or service. Complaint Processing Guidelines Complaint Collection Channels There are various channels through which Xuno’s entertain complaints from, ● Email Address: A dedicated email address (info@xuno.co) is provided to the consumer, through which they can lodge complaints regarding provided services or any other general query. ● Physical Address : User can file complaints directly by visiting the Physical Address as mentioned in the Website. ● Phone Number: On both origination end and receiver end, we provide consumers toll-free number and alternative phone numbers to contacts us that is clearly listed in our website and app. ● Social Media: Through our Social Media presence especially on Facebook, Instagram we allow user to communicate and file any complaints regarding the issues. ● Website/Live Chat: Consumers can file complaints through the website using the chat service that the website/app provides. They can directly contact the Customer Support team to query their problems and raise any error tickets. (https://xuno.co/information/support) ● Error monitoring and Analytics Tools: Xuno employs inbuilt error monitoring tools and analytics tools to monitor any issues consumers are experiencing while using the services. This is primarily used to mitigate any site wide issues and properly resolve the problems. ● Personal Contact: Our customer support /engagement personnel directly reach out to consumers based who are having problem using our service and sending money via our system to find out any potential problems they are experiencing. Stakeholders and Assigned Personnel Customer Support Department The Customer Support (CS) department is responsible for handling customer complaints, having direct contact with consumers via email, phone or other available means to gather further information if the complaint lodged is missing detailed information. Alongside complaint handling, this department oversees the internal communication required to resolve the filed issues, which involves communicating with the operations team and also the technical team if required. Roles 1. Customer Support Officer: Handles complaints and communication with consumers. Responsible for ticket creation and resolution. 2. Customer Success Manager: Devise the necessary approach to reach out to the customer regarding any complaint resolutions and provides consumers with necessary information regarding the services provided, alongside providing supports to customers as they transition from sales prospects to active users of services. 3. Technical Support Officer: If technical intervention is required for some consumer issues, they handle review of the system error logs and user flows to tackle the issue in hand. Department of Operations Management Handles necessary approach regarding the finance/monetary aspect of the complaints which includes Transaction Refunding, Transaction Delivery or any issues related to transfer. Roles 1. Compliance Officer: Handles any KYC related issues of consumers. Directly deals with consumers if provided details for required KYC verification is missing and guide users to process forward. 2. Operations In-Charge: Authorized personnel to handle transactions refunding, re-processing and transaction delivery. Department of Engineering Handles all technical and software related issues that need to be developed in order to resolve the complaints. Roles 1. Project Manager/Team Lead: Oversees the complaints passed to the engineering team to review and assign it to other staff. 2. Software Developer: If the complaints raised are technical, be it a feature request or issue in hand, the customer support department passes the information to the engineering department for planning and development. Complaint Management and Flow A complaint process goes through a number of steps: 1. Receive and classify a. After a consumer lodges a complaint in one of the channels specified, the customer support department creates a Support Ticket or is auto-generated if complaints are filed through the System. b. Proper classification of the complaint is done based on the type and nature of the problem faced c. Appropriate personnel are assigned tickets for resolution 2. Acknowledge a. Once an error is lodged, the customer support team acknowledges the issue and get in touch with the consumer via Provided Channels or an auto acknowledgement message is sent to the consumers. 3. Investigate a. Once the complaint is classified, the Customer Support Department will review the issue and work on the ticket to investigate the issue. 4. Action & resolution a. If the complaint filed is in our catalog of known issues, then the Customer Support Department will resolve the issue. b. If the complaint filed concerns regarding the transaction cancellation, refunding and re-processing or related to transaction delivery, Customer Support team will forward the issue to Operations Management Department for resolution. c. If the complaint filed concerns regarding the system feature or bugs, the Customer Support team will reach out to the Engineering team for resolution. 5. Respond to customer a. Customers are contacted regularly, and timely updates are provided during the duration of the complaint resolution. 6. Analyzing & reporting a. All the complaints are managed and monthly reviewed. Furthermore, Engineering team and Operations Management team jointly works on avoiding similar complaints in future through system update or process improvement if required Root Cause Analysis Complaints are classified into separate categories and grouped together for future reference to resolve similar problems quickly. Every week, the concerned departments hold a meeting to discuss the complaints raised and come up with a plan to reduce similar occurrences of complaints. Escalated Complaints Certain customer complaints are given priority and escalated to Compliance and/or Sr. Leadership to review. These are complaints that represent the greatest regulatory and reputational risk to Xuno. A compliant should be escalated if the customer uses any of the following keywords or words with similar meaning: ● Fraud ● Lawsuit ● Lawyer ● Refund ● Double Debit ● Delay in Transaction Delivery ● Unable to access the system ● System Outage ● Identity Theft Escalated Complaints Resolutions All the concerned department heads are immediately notified regarding the complaints, with SLA defined for each department based on the nature of complaints. They are required to provide an immediate response to the issues raised and are tasked to estimate the time required to resolve the issues. Regulatory or Product Specific Complaints For certain types of complaints, there are specific procedures required by regulation. It is the policy of Xuno to follow procedures listed in each regulation with respect to complaints in each such area. Some of those specific regulatory requirements are summarized and outlined below: ● Operations Management Department will respond back to complaints regarding consumers wanting to transfer amounts exceeding the provisioned transfer limits for consumers. ● The Engineering Department with assistance from Operations Management Department will entertain complaints regarding data breach or consumers wanting to opt out of the system. Reporting Xuno prepares an analysis of complaint trends, which are shared with Senior Leadership on a monthly basis. A scheduled meeting is set to go through the complaints and catalog the issues for future reference. Record Retention Xuno requires that complaint data is to be kept for a period of 7 years following the date of the complaint resolution. Our current ticketing system allows us to have a history of consumers complaints that have been raised.