Complaint Policy & Management
Effective Date: January 9, 2025
Last Updated: January 9, 2025
Overview
At get-dream.ai, we are committed to providing exceptional service and resolving issues promptly and fairly. This policy outlines how to file a complaint and how we handle complaint resolution.
1. What is a Complaint?
A complaint is an expression of dissatisfaction about our:
- Service quality or availability
- Product features or functionality
- Billing or payment issues
- Customer support interactions
- Company policies or practices
- Employee or contractor conduct
Note: General inquiries, feature requests, or technical support questions are not complaints. Please use our Contact page for those matters.
2. Who Can File a Complaint?
Anyone can file a complaint:
- Current subscribers
- Former subscribers
- Free tier users
- Website visitors
- Third parties affected by our service
Anonymous Complaints: We accept anonymous complaints, but our ability to investigate and respond may be limited without contact information.
3. Types of Complaints
Service-Related
- Service outages or downtime
- Poor AI response quality
- Feature not working as expected
- Performance issues
Billing-Related
- Incorrect charges
- Subscription cancellation issues
- Refund disputes
- Payment method problems
Account-Related
- Account access issues
- Unauthorized account activity
- Profile or data problems
- Account termination disputes
Support-Related
- Slow response times
- Unhelpful support interactions
- Unresolved issues
- Poor communication
4. How to File a Complaint
Email (Recommended)
Address: complaints@get-dream.ai
Subject Line: "Complaint - [Brief Description]"
Include:
- Your account email (if applicable)
- Detailed description of issue
- Date and time of incident
- Any supporting documentation
- What resolution you're seeking
Online Form
Use our Contact Form and select "Complaint" as the subject.
5. Our Complaint Handling Process
Stage 1: Receipt and Acknowledgment
Timeline: Within 24 hours (business days)
What You Receive:
- Email confirmation
- Case ID for tracking
- Expected response timeline
- Contact information for follow-up
Stage 2: Investigation
Timeline: 3-7 business days (depending on complexity)
Actions:
- Review of complaint details
- Gathering of relevant information
- Consultation with relevant departments
- Assessment of policies and procedures
Stage 3: Resolution and Response
Timeline: Within 7-14 business days from receipt
Our Response Includes:
- Summary of investigation findings
- Explanation of decision
- Actions taken or proposed
- Next steps (if any)
- Right to appeal
Stage 4: Follow-Up
Timeline: 7 days after resolution
Actions:
- Satisfaction survey sent
- Request for feedback on resolution process
- Implementation of any agreed actions
6. Response Times
| Complaint Type | Acknowledgment | Resolution |
|---|---|---|
| Urgent (service down, payment issues) | 2 hours | 48 hours |
| High Priority (account access, security) | 24 hours | 5 days |
| Standard (general complaints) | 24 hours | 10-14 days |
| Complex (legal, policy disputes) | 48 hours | 30 days |
Note: Business days (Mon-Fri, excluding holidays)
7. Escalation Process
If you're unsatisfied with the initial resolution:
Level 1: Department Manager Review
Contact: escalations@get-dream.ai
Timeline: 5 business days
Level 2: Senior Management Review
Timeline: 10 business days
For: Complex policy interpretation or significant financial impact
Level 3: External Dispute Resolution
If internal escalation doesn't resolve your complaint, you may pursue arbitration as outlined in our Terms of Service.
8. Your Rights
As a complainant, you have the right to:
- File a complaint without fear of retaliation
- Receive acknowledgment within 24 hours
- Know the status of your complaint at any time
- Receive a clear, written response
- Appeal decisions you disagree with
- Escalate to senior management
- Seek external dispute resolution
Contact Information
Complaint Submission:
Email: complaints@get-dream.ai
Form: Contact Page
Escalations:
Email: escalations@get-dream.ai
General Inquiries:
Email: contact@get-dream.ai
We value your feedback and are committed to resolving all complaints fairly and efficiently.
Last Updated: January 9, 2025