Complaint and Compensation Policy
I. COMPLAINT POLICY
In order to ensure the rights of customers in the process of cooperation, Sims Technologies
Delivery Services follows the procedure and complaint settlement policy as follows:
1. Conditions of complaint
When the customer has any problems related to the package (damaged, lost, order status) or has problems arising with the employee delivering (receiving) the goods.
2. Deadline for complaints
• Since the delivery services is based on same day delivery, the deadline for complaint would be within the same day of delivery or at the end of the actual delivery or the proposed delivery time of the goods, in the case of late delivery. In case the delivery time of the service has not been proposed, this time limit is counted from the when the good(s) is accepted.
3. The channel for complaint
Method 1: Customer sends email to: email address provided on the delivery app.
Method 2: Customers call the support centre: phone number provided on delivery app.
Method 3: Customers use in-app chat support application or WhatsApp chat contact provided on delivery app.
Method 4: Customers send contact form on the website of Sims Technologies Delivery Service.
Method 5: Customers visit Sims Technologies Delivery Services Offices directly via physical addresses provided on delivery app and website.
4. Process for handling complaints
Step 1: Customers contact Sims Technologies Delivery Services through the receiving channels mentioned in item three (3).
Step 2: Sims Technologies Delivery Services Customer Care will receive customer complaints.
Depending on the nature and extent of the complaint, Sims Technologies Delivery Services will have specific procedures to assist customers to resolve the dispute.
Step 3: Sims Technologies Delivery Services requires customers to provide information and documents (delivery request tokens and SMS issued via the app) related to transactions/services.
Step 4: Sims Technologies Delivery Services checks the information and compare with backend system records and will respond to the customer within seven (3) working days from the date of receipt of the request and the relevant information/papers.
Customers can contact the company at the following information:
II. COMPENSATION POLICY
Sims Technologies Delivery Services will implement a satisfactory compensation policy when the determined error is due to Sims Technologies Delivery Services and its assigned agents, processes or procedures as well as mode of delivery, leading to damage or loss of the goods/products of customers.
Sims Technologies Delivery Services will only acknowledge loss and damage claims that are submitted based on the complaints condition, deadline and channels in the complaints policy.
Customer will receive the payment of compensation within 7 working days from such time as the parcel has been declared lost or damaged and acknowledged same by Sims
Technologies Delivery Services and in any case no longer than 30 days from the submission of any such claim by the Customer.
In view of health, hazard, safety or criminal legal issues relating to the laws of Ghana, Sims Technologies Delivery Services reserves the right to dispose or report/submit to the
appropriate quarters, goods found to pose or suggest such danger or contain materials that may pose or suggest such danger and would not be liable so long as so long as it is lawfully handled.
Sims Technologies Delivery Services will not be liable for any damage to delivered goods, while they are in the customer’s possession and care (before pick-up or after drop-off).
Regulations on compensation levels are as follows:
In the event goods lost or damaged as a result of Sims Technologies Delivery Services’ poor handling and subject to the complaint condition, deadline and channel, Parties agree that Sims Technologies Delivery Services shall be liable as below:
Customer must input the product description, quantity and value when uploading order to qualify as the COD.
For non-COD order and without description in our system, client must provide the invoice or valid evidence of the goods value.
NOTE:
• In case of partial payment agreed upon, client must purchase 100% insurance, when appropriate.
• In case of suspicion of incorrect price declaration of goods (no description, COD is more than 100% Insured Value, not partial payment) → client must provide proof of goods’
origin and value + CCTV of goods’ packing (clear tracking ID)
• For orders agreed by both parties to compensate 100% good’s value, Sims Technologies Delivery Services will make payment for the goods’ value and the order’s discount (such as voucher, delivery point, cash back, flash offers, etc.
• Client must input the product name, quantity and value when uploading order. In case that client does not input the required, the order will be charged compensation as COD.
For the non-COD order (with insurance), client must provide the invoice/receipt:
• If client cannot provide receipt → compensate 50% COD, maximum GHS800.
• If client can provide receipt → compensate 80% COD, maximum GHS1000.
For the non-COD order (without insurance), client must provide the invoice/receipt:
• If client cannot provide receipt → compensate 4 times delivery fee.
• If client can provide receipt → compensate 30% maximum GHS500.
NOTE: A valid invoice is:
• VAT invoice: if client is a business or individual declaring Value-added Tax (VAT) under
GRA requirements
• Sales invoice, if client is a business or individual, verified to have been issued under GRA requirements
b. Damaged
Parcel or goods (delivery paid or not): Compensation according to actual damaged caused, based on goods value (known as COD).
In case customer has discount or promotion with discount code, provider will compensate according to the value before deduction.
