Complaints & Resolution

1. Raise a concern

Use the Policy Request Centre. Choose the topic closest to your concern: general complaint, privacy, accessibility, cancellation or security. Provide a short factual account, the relevant page or project reference, and the outcome you seek.

You do not need to buy a service or agree to marketing. Do not include passwords or unnecessary sensitive documents. A person acting for someone else may need to establish authority before private records are disclosed or changes are made.

2. Keep your request credentials

The system gives you a reference and private access key. Save both privately. You use them to return to the request thread, see a response and add relevant information. The access key is not sent in a URL or published in the request list.

Anyone holding both may be able to read that thread. Share them only with an authorised person. They establish access to the conversation, not proof of entitlement to a different person’s records. If you lose the key, a further verification process may be needed; the system cannot display a stored plaintext copy.

3. How we handle the matter

Authorised company personnel review the request, identify the issue and consider relevant records. We may ask for clarification or proportionate verification. Replies and status updates are available through the request thread; you should return there to check for them. The current channel does not promise email or push notifications.

We aim to resolve a matter fairly and without unnecessary delay. We explain a decision and any proposed remedy and provide an update where further investigation is needed. Applicable statutory response periods take priority over internal arrangements.

4. Ask for review

If you disagree with a response, reply in the thread explaining what remains unresolved or what relevant information was missed. Ask for review by another authorised decision-maker where available. The size of the business may affect who can conduct that review; we do not represent it as an independent adjudication.

5. External remedies remain available

You may contact a competent regulator, seek professional advice or use an available court or tribunal without surrendering a legal right or waiting beyond a statutory deadline. Privacy concerns may be taken directly to Ghana’s Data Protection Commission.

Voluntary mediation may be agreed. Binding arbitration requires a separate written agreement; this complaints policy does not impose it. For international clients, applicable non-excludable remedies and forum rights remain available.

6. Fair treatment and records

A good-faith complaint is not a reason to retaliate, remove an accrued remedy or treat client information as our property. We may address threatening, fraudulent or abusive conduct proportionately while still considering the underlying legitimate issue.

We use the information for handling the matter, related lawful obligations and necessary evidence. Access and retention follow the Privacy Policy. A public policy page does not authorise unlimited retention or use for marketing.