This policy provides a fair escalation path for unresolved customer complaints without unnecessarily forcing formal litigation.
1. How to complain
Send the order/case reference, a concise description of the problem, the outcome you seek and relevant evidence to support@whizbiz.net or the formal support channel. We aim to acknowledge a complaint within 1 business day and provide a substantive response within 5 business days. Complex cases may take longer; we will provide status updates.
2. Escalation levels
1. Customer Support review
2. Senior Customer Resolution review
3. Formal complaint record
4. Management review for unresolved material cases
5. Mediation/ADR, regulator or competent court where applicable
3. Mediation and ADR
Where suitable, Whizbiz may invite the customer to use mediation or another lawful alternative dispute-resolution mechanism. Any mediation or arbitration arrangement will be governed by applicable law, including the Arbitration and Mediation Act 2023 where Nigerian law applies and the parties validly agree to the process.
4. Regulatory rights
Nothing in this policy prevents a consumer from contacting the Federal Competition and Consumer Protection Commission, the Nigeria Data Protection Commission for privacy matters, or another competent authority/court where applicable law permits.
5. No retaliation
Whizbiz will not retaliate against a customer merely for making a good-faith complaint or exercising a legal right. Fraudulent, abusive or threatening conduct may be handled separately.