Reception of "customer complaints" and their processing are designated to each Regional Managers of respective markets in the CS Team.
Customer Service: +82 1670 2724
Dispute Resolution Committee of CROSS ENF INC. shall be formed by CEO, Manager and Chief Information Security Officer.
[CROSS ENF INC. Dispute Resolution Procedure]
Dispute from personal information security breach can be requested personally or through representative via website, mail, fax, office visit, consultation on personal information breach, during case processing, etc. When dispute case is received, reception is conveyed to requester.
Person-in-charge of dispute resolution shall execute factual investigation regarding the dispute case by collecting information via phone, mail, electronic mail, fax, and other various methods. When complete, an investigation report for the dispute case shall be made based on the information collected, and conveyed to the committee.
CROSS ENF INC. Dispute Resolution Committee can propose an agreement prior to the dispute resolution procedure based on mutual consent. Case is deemed closed when all parties reach an agreement.
Resolution procedure is initiated when no agreement is met prior to the resolution procedure. When initiated, required processes such as the recording of user’s testimony, factual investigation, professional advisory, etc. shall be conducted in order to propose a mutually rational resolution proposal for agreement, during which the case user may take seat in the committee to advocate his/her opinion. When during the procedure due to agreement being met or any other reason the resolution process is no longer deemed needed, the requester may withdraw the dispute resolution request.
Upon the agreement by the requester regarding the final resolution, CROSS ENF INC.’s dispute resolution committee deems the case equal to an agreement under Civil court in accordance to the content of the dispute resolution.
CROSS ENF INC.’s Dispute Resolution Committee shall report to the requester via written notice or own choice of electronic methods regarding the result of the dispute resolution. Case shall be deemed closed at the point of the result report sent, which shall be within thirty (30) days of the dispute resolution agreement. However, if it is difficult to process within the prescribed time due to unavoidable reasons, the deadline for processing can be extended and the applicant must be notified of the extension reason and the due date.