Complaint Handling

Effective date: July 8, 2026 · Applies to octo.ai

1. Purpose and scope

This procedure regulates the process for receiving and resolving feedback, requests, and complaints from customers in order to protect consumer rights and improve service quality. It applies to Octo Inc. and all customers using the Octo enterprise AI operating system at octo.ai.

2. Definitions

2.1. Request: a customer inquiry asking for information about the service, features, pricing, promotions, or usage guidance.

2.2. Feedback / Complaint: any expression of dissatisfaction or concern from a customer related to service quality, billing, support attitude, or other issues submitted via email, phone, website, or the in-app support channel.

3. Channels and points of contact

Email: hello@octo.ai
Support channel: in-app Support on the Octo platform.

4. Principles for receiving and handling

We do not refuse to receive complaints and we do not pass responsibility to others; we proactively contact customers and keep our commitments.
Complaints are handled in the proper sequence, with a courteous, objective, and transparent attitude.
Customer information is kept confidential throughout the resolution process.

5. Resolution process

Receive the feedback/complaint and send an acknowledgment to the customer.
Verify, classify, and contact the customer to clarify details when necessary.
Coordinate with relevant teams to resolve the issue and determine a solution.
Notify the customer of the outcome and record their feedback.

6. Resolution timelines

Step / type of case	Timeline
Acknowledge and begin verification	Within 60 minutes of receiving complete information
Reply after verification	No more than 120 minutes
Complaints affecting customer data	No more than 1 business day
Billing complaints	No more than 3 business days
Service-quality and other complaints	No more than 7 business days

If a case cannot be resolved on time for objective reasons, the owner contacts the customer to explain, apologize, and agree on a new response time.

7. Responsibilities of support staff

Support staff are responsible for fully recording the complaint, researching and analyzing information to find the root cause, resolving it in the correct sequence and within the stated timeline, and using customer data only for the purpose of resolving the complaint.

8. Confidentiality and record keeping

All customer information handled during resolution is kept confidential in accordance with our Privacy Policy. Complaint records are aggregated weekly, monthly, quarterly, and annually for quality review and service improvement.

9. General terms

If the parties cannot reach an agreement, the customer has the right to refer the matter to the competent authority for resolution under applicable law. Questions: hello@octo.ai.