Customer Complaint Handling Mechanism
We value our customers and treat every complaint as an opportunity to improve. If you are dissatisfied with any of our services, you can reach us through the following channels:
How to Lodge a Complaint
Fill out the contact/complaint form on our website
Email us at: support@oolus.org
Call us at: +92-323-7777008
WhatsApp: +92-323-7777008
Please include your full name, contact details, service details, and a brief description of the issue.
1. Acknowledgement
We will try to acknowledge your complaint within 24–48 business hours via email or phone. You will be given a reference/complaint ID for tracking.
2. Review & Investigation
Your complaint will be assigned to the relevant department. We may contact you for additional details or documentation if required. We aim to complete our investigation and provide an initial response within 5–7 business days, depending on the complexity of the issue.
3. Resolution
Once the investigation is complete, we will share our findings and proposed resolution with you. Where applicable, corrective actions (such as refunds, adjustments, or service corrections) will be implemented promptly.
4. Escalation
If you are not satisfied with the initial response, you may request an escalation to our Customer Relations Manager/Management by replying to our email (mentioning “Escalation” in the subject) or calling us and referring to your complaint ID.
5. Confidentiality & Fair Handling
All complaints are handled fairly, objectively, and without discrimination. Your personal information and complaint details are kept confidential and used only for resolution and quality improvement purposes.
6. Continuous Improvement
All complaints are recorded and periodically reviewed to identify trends and areas for improvement in our services, processes, and customer experience.