Complaints & Escalation Policy

Send service or conduct complaints to legal@heossi.com, privacy complaints to privacy@heossi.com, and urgent security reports to security@heossi.com. Include your name and organisation, the affected service, dates, relevant records, desired outcome, and any deadline or safety risk. Do not send passwords, private keys, classified information, or unnecessary personal data.

We aim to acknowledge a complaint within five business days, assign an owner, preserve relevant records, assess conflicts, and provide a substantive response within thirty days where reasonably practicable. Complex, regulated, cross-border, or third-party matters may take longer; we will provide a status update. We may verify identity and authority before disclosing protected information.

If dissatisfied, request internal escalation by replying to the response and explaining the unresolved point. This process does not suspend contractual deadlines or restrict any non-waivable right to contact the Singapore Personal Data Protection Commission, another competent regulator, consumer body, law-enforcement agency, court, or tribunal.

HEOSSI prohibits retaliation for genuine complaints. We may decline abusive, repetitive, anonymous, or manifestly unfounded requests after reasonable assessment. Complaint records are access-controlled and retained only as needed for resolution, legal duties, security, trend analysis, or claims.