ASSISTANCE, COMPLAINTS & REPORTING
ASSISTANCE, COMPLAINTS & REPORTING
Scope of Application
This form applies to complaints, feedback or reports concerning any services designed, marketed, delivered, evaluated or supported by JM GLOBAL (环球培训&咨询), including professional training, business services, administrative support, accounting services, immigration and integration services, as well as international projects and related support services.
Definitions
A complaint is a statement expressing dissatisfaction by a client or other relevant party regarding a service provided by a professional organization and requesting that the matter be addressed.
A request for a service or provision, a request for information or clarification, or a general suggestion or request for an opinion does not constitute a complaint.
Situations involving violence, harassment, discrimination or sexist behaviour may be reported through this form. Such reports will be handled in accordance with JM GLOBAL's relevant internal procedures.
General Principles
JM GLOBAL registers and handles complaints, feedback and reports in a reasonable, timely and appropriate manner.
For sensitive reports, JM GLOBAL will, within the limits of applicable laws and regulations, take appropriate measures to protect the privacy of the persons concerned and the security of the information provided.
Channels for Submitting Complaints and Reports
Complaints, feedback and reports may be submitted through the following channels:
✉️ Postal mail
Orally, by telephone or during a client meeting
This online form
Where an oral request constitutes a formal complaint or report, JM GLOBAL may, where appropriate, request written confirmation in order to ensure proper registration and follow-up.
Processing and Follow-up
JM GLOBAL will, in principle, acknowledge receipt of a complaint within 5 days of receiving it, by email or in writing.
The person responsible for handling complaints will review and process the matter. Management may follow up on the processing where necessary.
Where the matter cannot be resolved within the expected timeframe, JM GLOBAL will inform the person concerned of the progress of the process.
Timeframe and Response
JM GLOBAL will, in principle, provide a written response within 30 days from the date the complaint is received.
Where a final response cannot be provided within this timeframe due to the complexity of the matter or the need for further investigation, JM GLOBAL will inform the person concerned of the progress of the process and the next steps.
In the event that a complaint is rejected, in whole or in part, and/or where no amicable solution can be reached, the person concerned may, where applicable, refer the matter to a mediator (Médiateur) or pursue any other available external remedy.
Closure and Archiving
Complaints and records relating to their handling will be retained and archived once the matter has been closed.
The relevant records will, in principle, be retained for 5 years from the date of closure of the case, while complying with applicable data protection and personal data processing requirements.