Complaints Policy

Art. 1. Identity of the Provider

Art. 2. Scope of the Policy

2.1. This policy regulates the way users (visitors, free-plan account holders, paid subscribers) can submit complaints regarding the StatusDosar.ro service.

2.2. Categories of complaints covered:

• Service quality (incorrect data, errors, malfunctions)
• Billing and payments (incorrect amounts, duplicate charges, invoice issues)
• Customer support (delays, unsatisfactory answers)
• Subscription cancellation (procedure issues)
• How a refund request was handled. The request itself is not a complaint: it is submitted through the contact form, under the "Refund" request type (Refund Policy, Art. 2.3), and this policy covers what happens if you are not satisfied with the answer

2.3. Personal data complaints (GDPR) are processed exclusively via the dedicated DPO procedure, available at /contact/dpo. They have legal deadlines and specific regulation (GDPR Art. 12-22) and are not part of this policy.

Art. 3. How to Submit a Complaint

3.1. Available channels:

• Contact form: /contact
• E-mail: contact@statusdosar.ro
• For personal data matters, the dedicated form: /contact/dpo
• Postal mail: NOIDEEA S.R.L., Calea Vitan 242, Corp C2 Parter Birou 17, Sector 3, București, postal code 031296

3.2. The complaint must include:

• Full name (legal entity name and CUI for companies)
• E-mail used for the StatusDosar.ro account
• Order number / invoice (if applicable)
• Detailed description of the issue
• Date and approximate time of the problem
• Supporting evidence (screenshots, transaction IDs, ticket IDs)
• Specific request (correction, refund, data update, explanation)

3.3. Without the minimum identification data a complaint cannot be linked to an account, a payment or a case, so it cannot be resolved. The Provider may ask for the further information strictly needed for the analysis, and the deadlines in Art. 4 run from the moment that information arrives.

Art. 4. Response Deadlines

4.1. The Provider observes the following deadlines:

4.2. Where the answer depends on an investigation involving third parties (the payment processor, the banks, the invoicing provider or the official sources), the deadline for the substantive answer may be extended by at most 30 calendar days. The extension is not silent: the complainant is told about it, and why, before the initial deadline expires.

Art. 5. Internal Processing

5.1. Every complaint is registered on receipt, and the correspondence that follows is carried on the e-mail address it came from. Please keep that address available: it is what links the answer to your complaint.

5.2. The complaint and the answer are kept for as long as they are needed in order to resolve the case and to defend the rights arising from it, and no longer.

5.3. The substantive response is written, motivated, and includes:

• Brief presentation of the complaint
• Investigation result
• Final position of the Provider (accepted/partially accepted/rejected)
• Proposed solution and implementation deadline (if applicable)
• Information on escalation channels (Art. 6)

5.4. The complainant may comment on the answer at any time. Silence is not acceptance: not answering us takes away no right, and it does not close the escalation routes in Art. 6. If the answer is not accepted, the file is reopened on the same registration.

Art. 6. Escalation Channels

6.1. If the complainant is not satisfied with the substantive answer, or has received no answer within the deadline undertaken in Art. 4 (15 calendar days, at most 45 where the deadline is extended), the routes below remain open. Where a complaint addressed to us directly has not been resolved, the Provider also states in the answer, on a durable medium, that the complainant may turn to the alternative dispute resolution structure within the National Authority for Consumer Protection (SAL), Bulevardul Aviatorilor no. 72, Sector 1, Bucharest, and the web page anpc.ro/ce-este-sal, under GO no. 38/2015. Using an ADR entity does not restrict the right to bring the matter before the court.

6.2. National Authority for Consumer Protection (ANPC)

• Web: anpc.ro
• Petitions: anpc.ro/index.php/petitii-2/
• Telverde 0 800 080 999 (free of charge)
• InfoCons: 021 9551

6.3. Alternative dispute resolution (ADR)

• The competent entity is the alternative dispute resolution structure within ANPC (SAL), Bulevardul Aviatorilor no. 72, Sector 1, Bucharest, web page anpc.ro/ce-este-sal
• The list of ADR entities accredited in the European Union is published by the European Commission at consumer-redress.ec.europa.eu

6.4. The courts

• A consumer may bring the matter before the court of their own domicile
• For professionals, jurisdiction lies with the courts at the Provider's registered office

6.5. Romanian Authority for Surveillance of Personal Data Processing (ANSPDCP): exclusively for personal data complaints (GDPR), see /contact/dpo and Privacy Policy.

Art. 7. Issues Outside Service Scope

7.1. The Provider cannot correct the source data published by the Ministry of Justice (portal.just.ro / ECRIS). A complaint about the accuracy of that data is addressed to the court handling the case, under the procedure published at portal.just.ro/SitePages/date.aspx. What the Provider can do on its own pages is described in the Disclaimer, section 6.

7.2. The interruption of the official sources is not attributable to the Provider. The Provider resumes taking data over once the source becomes available again; what happens to a subscription when such an interruption lasts is written in the Refund and Cancellation Policy, Art. 6.3.

7.3. A dispute about bank fees or about the operation of the card payment is settled with the issuing bank or with the payment processor. The Provider gives you the transaction reference data needed for that.

Art. 8. Confidentiality of Complaints

8.1. All information transmitted in connection with a complaint is processed confidentially, accessed only by personnel involved in resolving the case. Personal data of the complainant is processed in accordance with the Privacy Policy.