IFTS Complaint Resolution Policy

1 Purpose of this Policy

The purpose of this Complaint Resolution Policy is to establish a transparent framework for:

• Receiving complaints.
• Recording complaints.
• Investigating concerns.
• Communicating with clients.
• Resolving complaints fairly.
• Improving service quality.
• Maintaining client confidence.
• Supporting continuous business improvement.

IFTS believes that client feedback—whether positive or negative—is an important part of improving our Business Infrastructure Platform.

2 Scope of this Policy

This Policy applies to complaints relating to any service or interaction with IFTS, including but not limited to:

• Business Registration Services.
• Company Incorporation Services.
• Tax Registration Services.
• Income Tax Services.
• Sales Tax Services.
• Accounting & Bookkeeping Services.
• Financial Advisory Services.
• Digital Business Services.
• Business Growth Services.
• Client Portal.
• Website.
• Online Checkout.
• Payment Verification.
• Consultations.
• Customer Support.
• WhatsApp Communications.
• Email Communications.
• Any other official IFTS service.

This Policy applies regardless of whether services are delivered online or through direct communication with our team.

3 Our Complaint Resolution Principles

Every complaint received by IFTS will be handled in accordance with the following principles:

Each complaint will be considered objectively based on the available information.

Our team will communicate respectfully, courteously, and professionally throughout the complaint resolution process.

Clients will be informed about the progress and outcome of their complaint wherever reasonably practicable.

Complaint information will be handled confidentially and shared only with personnel who require access for investigation or resolution.

We aim to investigate and resolve complaints as promptly as reasonably possible.

Feedback received through complaints helps us improve our services, internal processes, and client experience.

4 What Constitutes a Complaint?

A complaint is any expression of dissatisfaction relating to the services, conduct, processes, or operations of IFTS where the client expects a review or response.

Examples include concerns regarding:

• Service quality.
• Delays in service delivery.
• Communication issues.
• Incorrect information.
• Billing concerns.
• Payment issues.
• Refund requests.
• Client Portal functionality.
• Website errors.
• Staff conduct.
• Processing concerns.
• Document handling.
• Administrative errors.
• Technical problems.
• Other service-related matters.

General enquiries, requests for information, or suggestions for improvement are not normally treated as complaints unless they involve dissatisfaction requiring investigation.

5 Who May Submit a Complaint?

Complaints may be submitted by:

• Individual clients.
• Business owners.
• Company representatives.
• Authorized representatives acting on behalf of a client.
• Organizations receiving services from IFTS.

Where a complaint is submitted by an authorized representative, IFTS may request reasonable evidence confirming that the representative has authority to act on the client's behalf.

6 How to Submit a Complaint

Clients are encouraged to submit complaints through our official communication channels to ensure they are properly recorded and investigated.

Complaints may be submitted through:

• Official Email.
• WhatsApp Business.
• Client Portal (where available).
• Website Contact Form.
• Written correspondence.
• Other official communication channels designated by IFTS.

To help us investigate efficiently, clients should provide, where applicable:

• Full Name.
• Contact Information.
• Client ID or Order Number (if available).
• Service Name.
• Service Code (if applicable).
• Description of the complaint.
• Relevant dates.
• Supporting documents or screenshots.
• Preferred resolution.

Providing complete information helps reduce delays in the investigation process.

7 Information We May Request

Depending on the nature of the complaint, IFTS may request additional information, including:

• Identity verification.
• Authorization documents.
• Copies of submitted forms.
• Payment confirmation.
• Invoice numbers.
• Screenshots.
• Email correspondence.
• WhatsApp conversation history.
• Supporting evidence.
• Additional clarification.

Failure to provide reasonably requested information may delay or limit our ability to investigate the complaint.

8 Complaint Registration Process

Upon receiving a complaint, IFTS will, where reasonably practicable:

1. Register the complaint internally.
2. Assign the matter for review.
3. Assess the nature of the complaint.
4. Determine the appropriate investigation process.
5. Contact the client if additional information is required.
6. Maintain records of the investigation.
7. Communicate the outcome once the review has been completed.

Each complaint will be assigned a unique internal reference number for tracking and record-keeping purposes.

9 Complaint Investigation Process

Once a complaint has been registered, IFTS will conduct an appropriate review based on the nature, complexity, and circumstances of the matter.

The investigation process may include:

• Reviewing the complaint submitted by the client.
• Examining relevant service records.
• Reviewing documents and supporting evidence.
• Consulting the team members involved in the service.
• Reviewing communication history, including email, WhatsApp, or Client Portal interactions.
• Verifying payment and order records.
• Assessing compliance with internal procedures.
• Identifying the root cause of the issue.
• Determining whether corrective action is required.

IFTS will conduct investigations fairly, objectively, and without prejudice.

Where additional information is required, the client may be contacted to provide clarification or supporting documentation before the investigation can be completed.

10 Resolution Timeframes

IFTS aims to acknowledge, investigate, and resolve complaints as promptly as reasonably practicable.

While resolution times may vary depending on the complexity of the matter, our general service standards are as follows:

These timeframes are service objectives rather than guaranteed deadlines.

Certain complaints may require additional time where they involve:

• Government authorities.
• Third-party service providers.
• Legal or regulatory review.
• Complex financial or taxation matters.
• Verification of supporting documentation.
• Circumstances beyond the reasonable control of IFTS.

Where delays occur, we will make reasonable efforts to keep the client informed of the progress of the investigation.

11 Possible Complaint Outcomes

Following completion of the investigation, IFTS will determine the most appropriate outcome based on the facts and evidence available.

Possible outcomes may include:

• Explanation or clarification.
• Correction of administrative errors.
• Completion of outstanding service obligations.
• Service reprocessing where appropriate.
• Technical assistance.
• Additional consultation.
• Staff coaching or internal process improvements.
• Partial or full refund (where applicable under the Refund Policy).
• Rejection of the complaint where it is found to be without merit.
• Any other reasonable resolution considered appropriate under the circumstances.

The outcome of each complaint will depend on the specific facts of the case and will be determined in accordance with applicable policies, contractual obligations, and relevant laws.

12 Complaints Relating to Government Authorities

Many services provided by IFTS involve applications, filings, or submissions to government departments and regulatory authorities.

Examples include:

• Federal Board of Revenue (FBR).
• Securities & Exchange Commission of Pakistan (SECP).
• Pakistan Single Window (PSW).
• Provincial Revenue Authorities.
• Intellectual Property Organization of Pakistan (IPO Pakistan).
• Other government agencies.

IFTS may assist clients in preparing and submitting applications; however, decisions made by government authorities remain entirely outside the control of IFTS.

Accordingly, complaints solely relating to:

• Government processing times.
• Approval or rejection of applications.
• Regulatory decisions.
• Tax assessments.
• Licensing decisions.
• Policy changes.
• Government system outages.

cannot ordinarily be resolved by IFTS.

Where appropriate, our team will assist clients in understanding the relevant procedures, responding to official communications, or pursuing available administrative remedies.

13 Complaints Relating to Third-Party Service Providers

Certain IFTS services rely upon independent third-party providers to facilitate service delivery.

Examples include:

• Payment gateway providers.
• Banking institutions.
• Courier services.
• Cloud hosting providers.
• Domain registrars.
• Email service providers.
• SMS providers.
• Technology vendors.
• Software platforms.
• Government-integrated systems.

Where a complaint arises primarily from the actions, delays, or failures of a third-party provider, IFTS will make reasonable efforts to assist the client in coordinating with the relevant provider.

However, IFTS cannot accept responsibility for matters that are solely attributable to independent third parties.

Any rights or remedies relating to third-party services may also be governed by the terms and conditions of the respective provider.

14 Refund-Related Complaints

Complaints concerning service fees, payments, or refund requests will be handled in accordance with the IFTS Refund Policy.

During the review of a refund-related complaint, IFTS may consider:

• The service purchased.
• The scope of work completed.
• Progress of the service.
• Documents submitted.
• Client communications.
• Payment records.
• Applicable contractual terms.
• Relevant provisions of the Refund Policy.

Submission of a complaint does not automatically entitle a client to a refund.

Refund eligibility will be determined solely in accordance with the applicable Refund Policy and the specific circumstances of the matter.

15 Unreasonable or Abusive Complaints

IFTS is committed to treating every client with respect and expects the same standard of conduct in return.

While all genuine complaints are welcomed and investigated fairly, IFTS reserves the right to take appropriate measures where complaints involve:

• Abusive or threatening language.
• Harassment of employees or representatives.
• Repeated complaints without new information after a matter has been fully investigated.
• False or malicious allegations.
• Fraudulent claims.
• Offensive, discriminatory, or unlawful conduct.
• Attempts to obtain services or refunds through intimidation or improper pressure.

In such circumstances, IFTS may:

• Request that future communications remain respectful.
• Limit communication to written correspondence.
• Decline to respond to repetitive complaints that have already been fully addressed.
• Suspend or terminate services where permitted under the Terms & Conditions.
• Take any other lawful action considered necessary to protect its employees, clients, and business operations.

Nothing in this section limits the right of any client to submit a genuine complaint or seek remedies available under applicable law.

16 Confidentiality of Complaints

IFTS recognizes that complaints may involve confidential personal, financial, business, or regulatory information.

Accordingly, all complaints will be handled with an appropriate level of confidentiality and will only be accessed by authorized personnel who require the information for the purpose of investigating or resolving the complaint.

Information relating to a complaint may be shared only where necessary:

• To investigate the complaint.
• To provide an appropriate resolution.
• To comply with applicable laws or regulatory requirements.
• To protect the legal rights of IFTS or the client.
• To respond to lawful requests from competent authorities.

Complaint information will otherwise be handled in accordance with the IFTS Privacy Policy and applicable data protection obligations.

17 Complaint Records

IFTS maintains internal records of complaints to support fair investigations, improve service quality, and comply with applicable legal or regulatory requirements.

Where appropriate, complaint records may include:

• Complaint reference number.
• Date received.
• Client details.
• Service involved.
• Nature of the complaint.
• Supporting documents.
• Investigation notes.
• Communications exchanged.
• Resolution provided.
• Date of closure.

Complaint records are retained only for as long as reasonably necessary to:

• Resolve the complaint.
• Meet legal or regulatory obligations.
• Defend or establish legal claims.
• Improve internal processes.
• Support quality assurance activities.

Access to complaint records is restricted to authorized personnel.

18 Continuous Service Improvement

IFTS believes that every complaint provides an opportunity to improve our Business Infrastructure Platform and strengthen the quality of our services.

Information gathered through complaint investigations may be used to:

• Improve service delivery.
• Enhance client communication.
• Strengthen internal controls.
• Improve staff training.
• Refine operational procedures.
• Improve website functionality.
• Enhance the Client Portal experience.
• Improve documentation processes.
• Strengthen quality assurance.
• Reduce the likelihood of similar issues occurring in the future.

Where appropriate, corrective actions may be implemented across the organization to improve the overall client experience.

19 Changes to this Complaint Resolution Policy

IFTS reserves the right to amend, update, modify, or replace this Complaint Resolution Policy at any time to reflect:

• Changes in applicable laws or regulations.
• Improvements to internal complaint handling procedures.
• Business expansion.
• Introduction of new services.
• Technological developments.
• Operational improvements.
• Regulatory guidance.
• Industry best practices.

The most recent version of this Policy will always be published on the IFTS Platform.

Any updated version becomes effective from the date of publication unless otherwise stated.

Clients are encouraged to review this Policy periodically to remain informed about our complaint handling procedures.

20 Relationship with Other Policies

This Complaint Resolution Policy forms part of the overall legal framework governing the use of the IFTS Platform.

It should be read together with the following documents:

• Terms & Conditions
• Privacy Policy
• Refund Policy
• Cookie Policy
• Disclaimer

Where a complaint relates specifically to refunds, privacy matters, cookies, or the use of the IFTS Platform, the relevant policy shall also apply.

If any provision of this Policy conflicts with mandatory requirements of applicable law, the applicable law shall prevail to the extent of the inconsistency, while the remaining provisions shall continue in full force and effect.

21 Contact & Support

If you wish to submit a complaint, seek clarification regarding this Policy, or require assistance with an existing complaint, please contact us through our official communication channels.

Our team is committed to acknowledging your concerns, treating you with respect, and working towards a fair and reasonable resolution.