Complaint Solution Policy

Jasmine Technology Solution Public Company Limited (“the Company”) (hereinafter referred to as “the Company” in this policy) considers customer needs and the responsibilities towards its stakeholders. Complaints and issues raised by complainants due to the Company’s services are deemed crucial and will be addressed and rectified as swiftly as possible by the Company’s employees in accordance with the announcement by the National Broadcasting and Telecommunications Commission (NBTC) on “The Process for Receiving and Considering Complaints Regarding Telecommunications Business Operations.” This process aims to be fair, courteous, respectful to complainants, agile, and efficiently predictable. It should be adaptable as needed without hindering the Company’s business operations and in compliance with NBTC regulations. This mechanism serves to enhance and develop the Company’s services to meet customer needs and ensure ongoing customer satisfaction, maintaining a consistently high standard.

Types of Complaints and Resolutions in Service Provision:

1. Telecommunication Service Standards Issues
2. Billing and Service Fee Issues
3. Service Contract Issues Beyond Items 1 and 2: including breaches of other contractual terms not complying with regulations set by NBTC or other relevant authorities.
4. Issues arising from the Company failing to inform customers or stakeholders in advance about system improvement, leading to service disruptions.
5. Employee Service Conduct Issues
6. Other Related Service Issues

Complaint Channels and Complainant’s Right

      In cases where the Company’s services do not meet the expected satisfaction of the users, or if any individual encounters issues resulting from the Company’s services, the complainant may file a report or submit a complaint free of charge.

Complaints can be submitted via the following channels:

1. Telephone: Call 02 100 8300, press 6
   Operating hours: Monday to Friday, 08:30 – 17:00 hrs., excluding public holidays and official holidays.
2. Email: Send an email to jts_complaint@jasmine.com, available 24 hours.
3. Mail: Send your complaint to the Customer Complaint Center, Jasmine Technology Solution Public Company Limited, No. 200 Moo 4, 9th Floor, Jasmine International Tower, Chaengwatana Road, Tambol Pakkret, Amphoe Pakkret, Nonthaburi 11120.

         Customer Complaint Center is located at Office of Jasmine Technology Solution Public Company Limited, No. 200 Moo 4, 9th Floor, Jasmine International Tower, Chaengwatana Road, Tambol Pakkret, Amphoe Pakkret, Nonthaburi 11120.

        In the event that the complainant finds that the Company is neglectful or takes no action to resolve the complaint, or if the complainant is dissatisfied with the Company’s problem resolution process, they may escalate the complaint to the regulatory authority at:

1. Office of the National Broadcasting and Telecommunications Commission (NBTC), located in 87 Phaholyothin, soi 8 (Soi Sailom), Samsen Nai, Phayathai, Bangkok 10400, Call Center 1200 (No service charge), E-mail: 1200@nbtc.go.th, website: www.nbtc.go.th  
2. Office of the Consumer Protection Board (OCPB), located in 120 Ratthaprasasanabhakti Building, 5th floor, The Government Complex Commemorating His Majesty, The King’s 80th Birthday Anniversary, 5th December, B.E. 2550 (2007), Chaengwatthana Road, Thung Song Hong, Lak Si, Bangkok 10210, Complaint Center and Call Center 1166 (No service charge), E-mail: consumer@ocpb.mail.go.th, Online Compliant Center: https://complaint.ocpb.go.th, website: www.ocpb.go.th

Complaint Procedure

Customers who are dissatisfied with the Company’s services or have encountered any issues are advised to contact the Company through the official channels provided. When submitting a complaint, please include the following details:

1. Specify your full name, address, and telephone number, along with a copy of your identification card, passport, any other government-issued ID, business registration certificate with a certified true copy.
2. State the relationship with the Company
3. Describe the issue and complaint
4. Specify your request
5. Attach relevant documentation (if any) such as copies of service invoices

Upon receiving the complaint, the Company will promptly proceed with the established procedures and processes as outlined in the Company’s official policy.

Measures for Handling Complainants’ Personal Data

          Personal data will be stored by the Company for as long as necessary for the purposes of the Company and/or the corporate governance and compliance with the regulations. However, if personal data is no longer required. The Company will delete that information from the system and/or process that information becomes non-personally identifiable. So that the owner can no longer be identified from that data under relevant laws. 

Processes, Procedures, and Timelines for Issue Resolution and Complaint Investigation

1. The Company will process the users’ complaints and officially send feedback in writing to the complainant within 7 days after receiving the complaints.
2. In the event that a complaint lacks sufficient facts, is unsubstantial, or is unreasonable, the Company will notify the complainant in writing within 14 days of receiving a complaint. The notification will include the reasons for not accepting the complaint for consideration and inform the complainant of any other relevant rights they may have.
3. In the event that the complaint arises due to the actions of the Company, the Complaint Center shall serve as the receiving unit. The center will formally document the issue, record all relevant details, and forward the complaint to the appropriate department for review and action within 7 business days from the date the complaint is received.
4. The Company shall resolve the complaint within 30 days from the date of receipt. However, in cases of force majeure that prevent completion within the specified timeframe, the Complaint Center will coordinate with the relevant departments to monitor the progress of the resolution. The center will provide the complainant with updates every 10 days, including an estimated completion timeline.

Complaint and Service Issue Resolution Statistics

Year 2024

No.	Matters		Year 2024
			Jan	Feb	Mar	Apr	May	Jun	Jul	Aug	Sep	Oct	Nov	Dec
1	Service Charges and Fees Collection	Number of Complaints Received	0	0	0	0	0	0	0	0	0	0	0	0	0
		Number of Resolved Complaints	0	0	0	0	0	0	0	0	0	0	0	0	0
2	Telecommunications Service Standards	Number of Complaints Received	0	0	0	0	0	0	0	0	0	0	0	0	0
		Number of Resolved Complaints	0	0	0	0	0	0	0	0	0	0	0	0	0
3	Service Agreement Beyond the Scope of Clauses 1 and 2	Number of Complaints Received	0	0	0	0	0	0	0	0	0	0	0	0	0
		Number of Resolved Complaints	0	0	0	0	0	0	0	0	0	0	0	0	0
4	In the Event the Company Fails to Provide Advance Notice of System Upgrades, Resulting in Disruption of Service to Customers	Number of Complaints Received	0	0	0	0	0	0	0	0	0	0	0	0	0
		Number of Resolved Complaints	0	0	0	0	0	0	0	0	0	0	0	0	0
5	Employee Duty Performance in Service Providing	Number of Complaints Received	0	0	0	0	0	0	0	0	0	0	0	0	0
		Number of Resolved Complaints	0	0	0	0	0	0	0	0	0	0	0	0	0
6	Other Related Issues Arising from the Company’s Service Providing	Number of Complaints Received	0	0	0	0	0	0	0	0	0	0	0	0	0
		Number of Resolved Complaints	0	0	0	0	0	0	0	0	0	0	0	0	0
Total		Number of Complaints Received	0	0	0	0	0	0	0	0	0	0	0	0	0
		Number of Resolved Complaints	0	0	0	0	0	0	0	0	0	0	0	0	0