CLOSED JOINT STOCK COMPANY JONTRANSA

(Registration code 184266698)

COMPLAINTS AND CONFLICT RESOLUTION POLICY

1. CUSTOMER SERVICE AND COMMUNICATION

UAB Jontransa is committed to ensuring continuous and service-oriented customer service.
Customers and company employees can contact us at any time via email: (quality@jontransa.com) or by phone: +370 620 10210.

2. COMPLAINT SUBMISSION

All customer and employee complaints must be submitted in writing or by the above-mentioned email.

The complainant must receive confirmation of the complaint receipt.

Complaints can be submitted in any form.

Anonymous complaints are also accepted.

UAB Jontransa undertakes to initiate a complaint investigation within 5 working days of receiving the complaint.

3. INVESTIGATION PROCESS

Customers or employees will be periodically informed about the progress of the complaint investigation and the final decision via email or phone.

All customers and employees whose complaints are resolved insufficiently or inappropriately can appeal to relevant authorities.

UAB Jontransa encourages dialogue between management and employees, as well as management and customers, to identify issues and find constructive solutions.

Complaints are handled by an appointed representative of the management.
The complaint resolution team consists of a management representative and 3 company employees.
The complaint resolution team must review the complaint within 5 working days.
The company consults with the complainant when making decisions or addressing discrepancies.
The information about violations is stored for a period of not less than five years from the last decision made while examining this information.

4. CONFLICT RESOLUTION

UAB Jontransa promotes constructive collaboration with customers and employees to resolve conflicts.

Conflict resolution and decision-making processes align with the complaint resolution procedure.

5. CONFIDENTIALY ASSURANCE

The confidentiality of the person providing information about the violation is ensured not only during the investigative process but also after the conclusion of this process.

Anyone receiving or examining information about the violation must ensure the confidentiality of the person filing the complaint.

Personal data of the person reporting the violation, the notifier, or individuals related to the violation that allows the identification of their identity, may only be disclosed to those individuals involved in the investigation of the violation.

The requirement to ensure confidentiality does not apply when the person providing information about the violation knowingly provides false information.

Information about individuals who have provided information about violations, informants, individuals related to the violation, or assistants not participating in the investigation cannot be disclosed.

6. THE COMMITMENT TO NON-RETALIATION AGAINST COMPLAINANTS

Prior to the submission of information about a violation by an individual or informant regarding such information, the company commits not to take, threaten to take, or attempt to take any adverse action against the notifier from the date of submission of this information, as specified (but not limited to) in the Republic of Lithuania Whistleblower Protection Law (Article 10.1d).

It is prohibited to impose negative consequences on the family members, relatives, colleagues, or employees of the person who provided information about the violation or the informant.

If the person who provided information about the violation and the individuals mentioned above have suffered adverse effects, in the case of a dispute with the employer or another party to contractual relations, the employer or another party to contractual relations must prove that the adverse effects were not due to the submitted information about the violation or the report.

7. ACCOUNTABILITY

UAB Jontransa takes responsibility for any losses or damages incurred during transportation caused by company employees.

The company, following legal regulations, commits to compensate customers and employees for all incurred losses if the problem arises due to the company's fault.

If the complaint is related to international services, the company is prepared to cooperate with international dispute resolution bodies or arbitrators.

The company commits not to intimidate or penalize individuals expressing dissatisfaction or filing complaints.

8. EFFECTIVENESS OF COMPLAINTS AND CONFLICT RESOLUTION

UAB Jontransa continuously analyzes received complaints and adjusts service delivery processes as needed.
The company maintains separate registers of complaints and conflicts for customers and employees.
The efficiency of complaints and conflict resolution is assessed every 12 months.
UAB Jontransa consistently strives to improve its operations and relationships with both customers and employees to ensure high-quality services and a positive working environment.