Grievance Mechanism Policy
This Grievance Mechanism Policy, which is part of the Terms and Conditions, governs the filing and handling of a grievance arising out of the use of our e-commerce website, www.marchemeritouais.com.
As a one-person corporation operating under the name Jinja Dae Gil OPC, trading as Marché Méritouais, we are committed to fully complying with Republic Act No. 11967, otherwise known as the Internet Transactions Act (ITA) of 2023, its Implementing Rules and Regulations, and related laws and regulations. In alignment with the principles of fair, transparent, and accountable digital business practices, we hereby commit to establishing and implementing an grievance redress mechanism within our organization.
This mechanism shall be clear, effective, and responsive, and be designed to promptly address and resolve consumer concerns in a manner that upholds the rights of consumers, while fostering trust and confidence in our digital platforms. We recognize the importance of consumer trust in the growth of e-commerce and affirm our responsibility to act in good faith, with diligence and fairness, in all transactions and engagements with the public.
1. Scope
(a) This Grievance Mechanism Policy applies to any grievance within the ambit of the Republic Act No. 11967, otherwise known as the Internet Transactions Act (ITA) of 2023, its Implementing Rules and Regulations, and related laws and regulations.
(b) This Grievance Mechanism Policy does not apply to a grievance about data privacy, which is solely and exclusively governed by our Privacy Policy (https://marchemeritouais.com/privacy-policy/ ).
2. Who may file a Grievance
(a) The grievance may be filed by any customer, whether past, present, or future. The customer may be a natural or juridical person.
(b) In case the customer is a juridical person, the grievance may be filed by an authorized natural person, who shall provide evidence of authority.
3. Channel for communication
(a) All communications regarding grievances shall be sent to and from the email address, bonjour@marchemeritouais.com.
4. How to File a Grievance
(a) A customer shall file a grievance under this Grievance Mechanism Policy by downloading and completing the online form below (Annex A) and sending it to us.
(b) However, a grievance covered by the Return, Refund, and Exchange Policy shall only be governed by this Grievance Mechanism Policy if, after the conclusion of the process set out under the Return, Refund, and Exchange Policy (https://marchemeritouais.com/return-refund-and-exchange-policy/), the customer is not satisfied with the outcome.
5. Acknowledgment
(a) Upon receipt of the grievance, we shall send an automated acknowledgment, which shall include the general next steps in the resolution process.
(b) Within 7 calendar days from receipt of the grievance, we shall assess the grievance and provide a human acknowledgment, which shall set out the context-specific next steps in the resolution process. However, if the information provided to us is incomplete or unclear, we shall request you to complete or clarify the information; within 3 calendar days from receipt of the completed or clarified information, we shall assess the grievance and provide a human acknowledgment, which shall set out the context-specific next steps in the resolution process.
6. Action
(a) We shall review each grievance thoroughly.
(b) Within 7 calendar days from the human acknowledgment, or the last human acknowledgment in case completion or clarification of information was needed, and subject to an extension depending on complexity, we will take a decision on the action to be made on the grievance and inform the customer. The resolution may include, but are not limited to, return or exchange of product, refund of payment, or correction or clarification of information.
7. Customer Feedback and Closure
(a) After providing a resolution, we shall confirm with the customer whether they consider the issue as having been satisfactorily resolved.
8. Record-keeping and data retention
(a) We will internally document each grievance and subsequent correspondences for future reference and as a source of lessons learned, subject to the 10-year retention period for personal data under our Privacy Policy.
9. Escalation (if necessary)
(a) In case the customer is not satisfied with our action, they may escalate the matter to relevant consumer protection agencies such as: Department of Trade and Industry (DTI) – E-Commerce Bureau (ECB) via email ecommerce_complaints@dti.gov.ph, or via the Consumer Care website https://podrs.dti.gov.ph/, Consumer Care Hotline at DTI (1–-384), or send an email to consumercare@dti.gov.ph.
This Grievance Mechanism Policy is aligned with the requirements of the ITA and its IRR and is established in accordance with consumer protection principles and other applicable laws and regulations related to e-commerce. It also serves as a demonstration of our responsibility as a digital market participant in promoting trust, accountability, and safety in e-commerce.