Atlas Mind policy
1. Purpose and application
This policy sets accessible routes for product support, billing disputes, service complaints and regulated privacy complaints.
2. Substantive provisions
2.1. Categories and intake
Users must be able to distinguish account support, payment issues, security reports and privacy complaints, with each sent to a monitored queue. A request should not be refused merely for using an alternative reasonable channel.
2.2. Acknowledgement and handling
Record the complaint, verify identity where necessary, assess evidence, identify accountable owner and provide a reasoned response. Apply any legally required acknowledgement and response timeframes for privacy complaints rather than promising unapproved general SLAs.
2.3. Escalation and independence
Provide internal escalation for unresolved disputes and direct affected individuals to any competent authority or statutory redress mechanism. Security-related issues must be separated from ordinary customer service where sensitive details are involved.
2.4. Learning
Trend repeated complaints, corrective actions and customer impact. Retain complaint records according to an approved schedule and restrict access to authorised personnel.
3. Customer rights, administration and changes
Nothing in this document is intended to restrict rights that cannot lawfully be excluded, including applicable statutory consumer and data protection rights. Where this document conflicts with mandatory law, the mandatory rule prevails. Complaints, concerns and requests should be directed through the verified contact details published by Forlais.
Forlais may revise this policy to reflect changes in the service, third-party requirements or applicable law. Any revision that materially affects customer rights will be communicated in the manner and timeframe required by the applicable agreement and law.