1) Complaints acceptance channels and Complaints consideration
Hotline (Email and Landline Phone) and Principles of Complaint Consideration:
Hotline Contact Details:
Email: complaints@onyxtd.kz
Landline:
Principles of Complaint Consideration:
a) Utmost Seriousness and Confidentiality. All complaints submitted to Onyx Trade Ltd. will be treated with the highest level of seriousness, recognizing their significance in maintaining customer trust and satisfaction.
Confidentiality of the complainant's information will be strictly adhered to throughout the entire complaint resolution process.
b) Prompt Acknowledgment and Unique Reference Number. Upon receipt of a complaint, Onyx Trade Ltd. commits to acknowledging it promptly, usually within 24 hours, to assure the complainant that their concerns are being addressed. Each complaint will be assigned a unique reference number for effective tracking, allowing both the company and the complainant to monitor the progress of the resolution.
c) Fair, Impartial, and Regulatory Compliance. Complaints will be handled in a fair and impartial manner, ensuring that no biases influence the investigation and resolution process. Onyx Trade Ltd. is committed to complying with all relevant laws and regulations governing the financial services industry. The resolution process will adhere strictly to these standards to ensure legal and ethical practices.
d) Continuous Communication and Updates. Throughout the resolution process, the complainant will be kept informed of the progress made and any significant developments related to their complaint.
Regular updates will be provided within the 15-business-day timeframe to maintain transparency and manage expectations.
2) Complaints registration
Each Complaint Shall be Registered in the Register, and the Customer Shall Obtain Notification that the Complaint is Submitted:
a) Centralized Complaints Register. Onyx Trade Ltd. is committed to maintaining a centralized Complaints Register, serving as a comprehensive and organized repository for recording and tracking all complaints received from customers.
b) Record and Track. The Complaints Register will systematically record essential details for each complaint, including but not limited to the complainant's information, nature of the complaint, date of submission, assigned reference number, and relevant details concerning the investigation and resolution process.
c) Acknowledgment Email. Upon submission of a complaint, the complainant will promptly receive an acknowledgment email from Onyx Trade Ltd. This email serves as a formal confirmation of the successful receipt of the complaint.
d) Assigned Reference Number. Each complaint will be assigned a unique reference number, systematically generated and used exclusively for that particular complaint. This reference number acts as a tracking mechanism, allowing both the company and the complainant to reference and follow the complaint's progress.
e) Estimated Timeframe for Resolution. The acknowledgment email will include an estimated timeframe for the resolution of the complaint. This timeframe provides the complainant with a clear understanding of when they can expect an update or resolution regarding their concerns.
f) Transparency and Accountability. The Complaints Register, combined with the acknowledgment email and reference number assignment, promotes transparency in the handling of complaints. It demonstrates Onyx Trade Ltd.'s commitment to accountability and efficient management of customer feedback.
g) Accessibility and Compliance. The Complaints Register will be securely maintained, accessible to authorized personnel involved in the complaint resolution process. It will also adhere to data protection and privacy regulations to ensure the confidentiality and security of customer information.
In conclusion, the establishment of a centralized Complaints Register, along with the acknowledgment email containing a unique reference number and estimated resolution timeframe, emphasizes Onyx Trade Ltd.'s dedication to organized and transparent complaint management.
These rigorous procedures contribute to the company's commitment to customer satisfaction and regulatory compliance in the financial services sector.
3) Complaints language
Complaint Might be Submitted in the English, Russian, and/or Kazakh Languages:
a) Multilingual Accessibility. Onyx Trade Ltd. recognizes and respects the diverse linguistic backgrounds of its clientele. As part of our commitment to customer-centricity, complaints can be submitted in any of the following languages: English, Russian, or Kazakh.
b) Language Neutrality. The company acknowledges that effective communication is pivotal in understanding and resolving customer concerns. By allowing complaints in multiple languages, Onyx Trade Ltd. ensures that language barriers do not impede the accessibility of its complaint resolution process.
c) Linguistic Flexibility. Clients are encouraged to express their complaints in the language with which they are most comfortable and proficient. This linguistic flexibility demonstrates the company's dedication to inclusivity and providing a platform that aligns with the linguistic preferences of its diverse clientele.
d) Language of Correspondence. Once a complaint is received in a specific language (English, Russian, or Kazakh), all subsequent correspondence related to that complaint, including acknowledgment emails, updates, and the final resolution, will be conducted in the same language. This ensures clarity and effective communication throughout the complaint resolution process.
e) Professional Language Support. Onyx Trade Ltd. is equipped to handle complaints in each of the specified languages, backed by professional language support if necessary. This support ensures accurate interpretation and translation, maintaining the integrity of the complaint details and facilitating a thorough understanding of the customer's concerns.
f) Cultural Sensitivity. Recognizing the cultural diversity associated with different languages, the company is committed to approaching each complaint with cultural sensitivity. This involves understanding the nuances and context embedded within the language to address complaints appropriately.
g) Legal and Regulatory Compliance. By allowing complaints in English, Russian, or Kazakh, Onyx Trade Ltd. aligns with legal and regulatory requirements, ensuring that the complaint handling process adheres to language-specific regulations within the jurisdiction of operation.
In summary, the option for clients to submit complaints in English, Russian, or Kazakh reflects Onyx Trade Ltd.'s commitment to linguistic inclusivity, effective communication, and cultural sensitivity. This multilingual approach enhances accessibility to the complaint resolution process, ensuring that customers can voice their concerns in a language that suits their preferences and facilitates a comprehensive understanding of their issues.
4) Complaints consideration terms
Each Complaint Shall be Considered Within 15 Business Days:
a) Defined Timeframe. Onyx Trade Ltd. enforces a stringent timeline to address and resolve customer complaints. All complaints, regardless of complexity or nature, will be subjected to a comprehensive investigation and response process within a specific timeframe.
b) Business Day Calculation. The timeframe for complaint consideration is explicitly defined in terms of business days. Business days exclude weekends, public holidays, and any other non-working days recognized in the jurisdiction where Onyx Trade Ltd. operates. This ensures a precise and transparent calculation of the 15-day period.
c) Thorough Investigation. Upon receipt of a complaint, the company commits to initiating a thorough and meticulous investigation process. This includes gathering relevant information, conducting interviews if necessary, and analyzing all pertinent details to understand the nature and implications of the complaint.
d) Timely Response. The resolution process involves not only the investigation itself but also the formulation and delivery of a comprehensive response to the complainant. This response will address the concerns raised, provide explanations where necessary, and outline any corrective actions taken or proposed.
e) Proactive Communication. Throughout the 15-business-day period, Onyx Trade Ltd. maintains proactive communication with the complainant. Regular updates will be provided to keep the complainant informed about the progress of the investigation, ensuring transparency and managing expectations.
f) Escalation Procedures. In the event that the 15-business-day timeframe cannot be met due to exceptional circumstances, Onyx Trade Ltd. has established clear escalation procedures. The complainant will be promptly informed of any delays, along with an explanation for the extension and an updated timeline for resolution.
g) Compliance with Regulations. The 15-business-day commitment aligns with relevant legal and regulatory standards governing complaint resolution in the financial services sector. This ensures that Onyx Trade Ltd. operates within the stipulated timeframes mandated by regulatory bodies, promoting accountability and adherence to industry best practices.
h) Continuous Improvement. The adherence to the 15-business-day timeframe is not only a regulatory requirement but also a commitment to continuous improvement. Onyx Trade Ltd. periodically reviews and refines its complaint handling processes to enhance efficiency, aiming to consistently meet or exceed the established timeframe.
In summary, Onyx Trade Ltd. sets a rigorous standard by committing to thoroughly investigate and respond to all complaints within 15 business days. This commitment reflects the company's dedication to prompt and effective complaint resolution, transparency, and compliance with industry regulations. The defined timeframe serves as a cornerstone of the company's customer-centric approach, ensuring that customer concerns are addressed in a timely and efficient manner.
5) Complaints consideration department
Complaints Shall be Considered by the Compliance Department.
a) Specialized Handling. Onyx Trade Ltd. designates the responsibility for complaint consideration to its specialized Compliance Department. This department is entrusted with the critical task of overseeing and managing the entire complaint resolution process.
b) Expertise in Regulatory Compliance. The Compliance Department is staffed with professionals possessing in-depth knowledge and expertise in regulatory compliance within the financial services industry. This ensures that all complaint investigations are conducted in alignment with the applicable laws, regulations, and industry standards.
c) Independence and Impartiality. The assignment of the complaint handling process to the Compliance Department underscores the company's commitment to independence and impartiality.
This department operates autonomously from operational areas, allowing for an objective evaluation of complaints without conflicts of interest.
d) Proactive Risk Management. By entrusting complaint consideration to the Compliance Department, Onyx Trade Ltd. proactively manages risks associated with regulatory non-compliance. The department's role extends beyond resolution, encompassing the identification and mitigation of potential systemic issues to enhance overall risk management.
e) Comprehensive Investigation. The Compliance Department conducts thorough and comprehensive investigations into each complaint. This includes gathering relevant evidence, interviewing involved parties, and scrutinizing internal processes to ascertain the root causes of the complaint and prevent its recurrence.
f) Legal and Ethical Oversight. Complaint consideration by the Compliance Department ensures that the entire process adheres to both legal and ethical standards. This commitment is crucial for maintaining the company's integrity, fostering trust with clients, and demonstrating a commitment to ethical conduct in all aspects of business operations.
g) Regular Reporting and Analysis. The Compliance Department generates regular reports on complaint trends, providing valuable insights into potential areas for process improvement. This proactive approach facilitates continuous enhancement of customer service and operational procedures, contributing to the company's overall resilience.
h) Customer Advocacy. The Compliance Department acts as a customer advocate, ensuring that customer concerns are given due attention and resolved equitably. This aligns with the company's customer-centric philosophy, demonstrating a commitment to fair and just outcomes for all clients.
i) Adherence to Company Policies. All investigations conducted by the Compliance Department strictly adhere to the company's policies and procedures. This ensures consistency, fairness, and alignment with the company's values throughout the complaint resolution process.
In summary, the assignment of complaint consideration to the Compliance Department represents a strategic and meticulous approach by Onyx Trade Ltd. to ensure that all complaints are handled with the highest level of professionalism, expertise, and adherence to regulatory standards.
The Compliance Department's role is pivotal in safeguarding the company's reputation, maintaining regulatory compliance, and fostering a customer-focused culture.
6) Powers of senior management.
Senior Executive Officer (SEO) and/or Other Responsible Employees May Punish Employees of the Company After the Consideration of the Complaint.
a) Executive Authority. The highest echelons of leadership, represented by the Chief Executive Officer (CEO) or other designated responsible employees, possess the exclusive authority to initiate and enforce disciplinary actions in response to the findings of complaint investigations.
b) Accountability Measures. The authority vested in the CEO or designated responsible employees enables the implementation of appropriate accountability measures in cases where employee conduct or performance is identified as a contributing factor in the complaint.
c) Disciplinary Actions. Disciplinary actions may encompass a spectrum of measures, ranging from verbal warnings and written reprimands to more severe consequences such as suspension, demotion, or termination. The severity of the action is commensurate with the nature and gravity of the employee's involvement in the complaint.
d) Transparent and Just Process. The process of taking disciplinary actions is transparent and adheres to principles of fairness and justice. Employees are provided with an opportunity to present their perspective, and decisions are made based on a thorough examination of the facts and evidence gathered during the complaint investigation.
e) Alignment with Company Policies. Disciplinary actions are aligned with the company's established policies and procedures, ensuring consistency and fairness in the application of consequences. This adherence to policies reinforces a corporate culture that prioritizes ethical conduct and accountability.
f) Deterrence and Prevention. The imposition of disciplinary measures serves not only as a consequence for individual actions but also as a deterrent to prevent future occurrences of similar issues. It sends a clear message throughout the organization about the non-tolerance of behaviors that contravene company policies or ethical standards.
g) Continuous Improvement. The CEO or designated responsible employees leverage the insights gained from complaint investigations to identify systemic issues or areas requiring improvement within the organization. This proactive approach contributes to continuous enhancement of internal processes and employee conduct standards.
h) Legal and Ethical Considerations. Disciplinary actions are taken in accordance with legal and ethical considerations, ensuring that the rights of employees are respected and protected. This commitment to due process safeguards the organization from potential legal ramifications and upholds ethical standards in employment practices.
i) Accountability Culture. The authority to take disciplinary actions reinforces a culture of accountability within Onyx Trade Ltd. It communicates to employees that accountability is a fundamental expectation, emphasizing the significance of individual and collective responsibility in maintaining the company's reputation and customer trust.
In summary, the empowerment of the CEO or designated responsible employees to take disciplinary actions post-complaint investigation is a critical component of Onyx Trade Ltd.'s commitment to accountability, ethical conduct, and continuous improvement.
This rigorous process underscores the organization's dedication to maintaining a workplace culture that prioritizes integrity and responsiveness to customer concerns.
7) Complaints considerations (hearings).
The Company May Attract the Applicant to the Complaint Hearing and Appoint a Convenient Date and Time.
The Applicant Shall Receive the Response in the English Language (Mandatory) and Additionally in the Language(s) of the Complaint (Russian and/or Kazakh).
a) Transparent Communication. Onyx Trade Ltd. prioritizes transparent communication by offering complainants the option to attend a hearing if deemed necessary. This underscores the company's commitment to actively engaging with clients to better understand and address their concerns.
b) Invitation to Complaint Hearing. In instances where a deeper understanding of the concerns is required, the company reserves the right to extend an invitation to the complainant to participate in a complaint hearing. This proactive approach demonstrates a commitment to open dialogue and collaborative conflict resolution.
c) Tailored Scheduling. The scheduling of complaint hearings is customized to accommodate the convenience of the complainant. Onyx Trade Ltd. acknowledges the importance of providing flexibility to ensure the complainant's participation and input in the resolution process.
d) Bilingual Response Requirement. The company upholds a bilingual response standard, mandating that all official responses to complaints be provided in the English language. This ensures clarity and consistency in communication, meeting international business standards and regulatory requirements.
e) Additional Language Consideration. Recognizing the linguistic diversity of its clientele, Onyx Trade Ltd. goes beyond the mandatory English response by offering additional responses in the language(s) of the complaint. This includes Russian and/or Kazakh, aligning with the complainant's language preference.
f) Language Preference Acknowledgment. The complainant's language preference is actively acknowledged, and responses are tailored accordingly. This approach not only facilitates better understanding but also reflects the company's commitment to providing customer service that is sensitive to cultural and linguistic nuances.
g) Enhanced Accessibility. The dual-language response approach enhances accessibility, ensuring that complainants receive responses in a language that resonates with them culturally and linguistically. This inclusive strategy contributes to a positive and personalized customer experience.
h) Compliance with Language Regulations. The commitment to providing responses in multiple languages aligns with any language-related regulations or requirements stipulated by regulatory bodies. Onyx Trade Ltd. ensures that its practices conform to the linguistic standards and expectations set by relevant authorities.
i) Optimal Conflict Resolution. By facilitating communication in languages preferred by the complainant, Onyx Trade Ltd. aims to create an optimal environment for conflict resolution. Clear and culturally sensitive communication enhances the likelihood of a mutually satisfactory resolution to the complaint.
In summary, the company's approach to complaint resolution emphasizes transparency, flexibility, and linguistic inclusivity.
By offering complainants the option to participate in hearings, delivering responses in the mandatory English language, and accommodating additional languages as per the complainant's preference, Onyx Trade Ltd. ensures a customer-centric and culturally aware resolution process.
8) Appeal to the decision of the company.
If the Applicant Disagrees with the Answer, He/She Can Appeal Our Reply to AFSA and/or AIFC Court.
a) Legal Redress Option. Onyx Trade Ltd. recognizes the importance of providing complainants with a legal redress option in case they remain dissatisfied with the company's response. This underscores the company's commitment to transparency and accountability.
b) Right to Appeal. The complainant holds the unequivocal right to appeal the company's response. This right is safeguarded to ensure that clients have an avenue for seeking further review and resolution if they believe their concerns have not been adequately addressed.
c) Regulatory Authorities. The Astana Financial Services Authority (AFSA) and AIFC Court serve as the designated regulatory authorities to which complainants can appeal. Onyx Trade Ltd. adheres to the established legal frameworks and regulatory processes facilitated by these authorities.
d) Dissatisfaction Threshold. The option to appeal is activated in instances where the complainant remains dissatisfied with the resolution provided by the company. This threshold for dissatisfaction serves as a trigger for the escalation of the complaint to external regulatory bodies.
e) Formal Appeal Process. The appeal process involves the complainant formally submitting their disagreement with the company's response to either AFSA or the AIFC Court. This initiates a separate and independent review of the case by the regulatory authorities.
f) Compliance with Regulatory Standards. The provision for appeal aligns with regulatory standards governing financial service providers. Onyx Trade Ltd. ensures that its practices comply with the legal requirements set forth by AFSA and the AIFC Court, promoting adherence to industry regulations.
g) Impartial Review. AFSA and AIFC Court are independent entities with the authority to conduct impartial reviews of complaints. The complainant can expect a fair and unbiased evaluation of their concerns, contributing to the overall credibility of the resolution process.
h) Transparent Process. The appeal process is designed to be transparent, ensuring that all parties involved are informed of the steps being taken and the progress of the review. This transparency fosters trust and confidence in the regulatory system.
i) Binding Decisions. Decisions made by AFSA and the AIFC Court following the appeal process are binding. Onyx Trade Ltd. commits to adhering to the outcomes determined by these regulatory bodies, reinforcing the company's commitment to ethical conduct and compliance.
In summary, the provision for complainants to appeal the company's response to AFSA and/or AIFC Court is a vital component of Onyx Trade Ltd.'s commitment to accountability, regulatory compliance, and the protection of clients' rights.
This process ensures that customers have access to an independent and authoritative review mechanism when seeking resolution beyond the company's internal procedures.
9) Recordkeeping and Information Storage.
a) Centralized Recordkeeping System. Onyx Trade Ltd. maintains a centralized and secure recordkeeping system dedicated to the storage of all complaint-related documentation. This system ensures organized and efficient retrieval of information for reference, audit, and reporting purposes.
b) Comprehensive Documentation. All aspects of the complaint resolution process, including the initial complaint, investigation details, responses, and any actions taken, are meticulously documented. This comprehensive recordkeeping practice serves as a historical repository of the company's interactions with clients, contributing to transparency and accountability.
c) Data Security and Confidentiality. The company employs robust data security measures to safeguard the confidentiality and integrity of complaint-related information. Access to this data is restricted to authorized personnel involved in the complaint resolution process, reinforcing the commitment to client privacy.
d) Retention Periods. Onyx Trade Ltd. adheres to a strict retention period of 6 (six) years for all complaint-related records. This period aligns with regulatory requirements and best practices within the financial services industry, providing a comprehensive historical record of complaint resolution activities.
e) Accessibility for Regulatory Audits. The centralized recordkeeping system facilitates easy access to complaint records during regulatory audits. This proactive approach ensures that the company can readily demonstrate compliance with regulatory standards and respond promptly to any inquiries from regulatory authorities.
f) Continuous Monitoring and Quality Assurance. The recordkeeping system is subject to continuous monitoring and quality assurance processes to identify and rectify any potential discrepancies or anomalies. This ongoing diligence contributes to the accuracy and reliability of complaint-related data stored within the system.
g) Integration with Complaints Register. The centralized recordkeeping system integrates seamlessly with the Complaints Register, ensuring alignment between recorded information and the overall complaint management process. This integration enhances efficiency in tracking, analyzing, and reporting on complaint-related data.
h) Training and Awareness. Personnel responsible for managing complaint records undergo regular training to stay abreast of data protection and privacy protocols. This ongoing education promotes a culture of awareness and responsibility concerning the sensitive nature of complaint-related information.
i) Periodic Data Reviews. Onyx Trade Ltd. conducts periodic reviews of stored complaint-related data to identify trends, patterns, and opportunities for process improvement. This proactive approach supports the company's commitment to enhancing customer satisfaction and operational effectiveness.
In summary, the rigorous recordkeeping and information storage practices of Onyx Trade Ltd. underscore the company's dedication to transparency, regulatory compliance, and the continual improvement of complaint resolution processes.
The comprehensive and secure storage of complaint-related information ensures that historical data is readily accessible, accurate, and aligned with industry best practices.