Last updated: [INSERT DATE]
1. Who Can Raise a Grievance
Customers, Drivers, and Agencies can each raise a grievance related to their use of the 4DTA platform.
2. What You Can Report
- Booking or request disputes
- Payment disputes
- Safety concerns (see also our Report a Safety Issue page for urgent matters)
- Suspected fraud
- Complaints about platform functionality or support quality
- Any other concern related to your experience on 4DTA
3. How to Submit a Grievance
Send your grievance to [GRIEVANCE EMAIL] or reach our grievance team at [GRIEVANCE CONTACT]. You can also submit a general inquiry through our Contact page.
4. Information to Include
- Your name and account details (email or phone associated with your account)
- Your role (Customer, Driver, or Agency)
- A description of the issue, including relevant dates and, where applicable, the request or booking involved
- Any supporting information, such as screenshots of in-app communication
5. Review Process
Once received, grievances are logged and reviewed by the relevant support team. We may reach out for additional information needed to investigate the matter.
6. Response & Timelines
We aim to acknowledge grievances promptly and provide a substantive response within [RESPONSE TIME]. Complex matters may take longer, and we will keep you informed of progress.
7. Escalation
If you are not satisfied with the response to your grievance, you may request escalation to a senior member of the support team through the same contact channel.