Is it completely free for consumers to submit a complaint?

Yes, 100% free. ComplaintPoint never charges consumers to report complaints, search company records, or track the progress of their filed reports.

How does complaint tracking work and what is my tracking code?

Every submitted report generates a unique tracking code (e.g. CP-84920194). You can enter this code on our Track page at any time to monitor status milestones, transmission dates, and official business responses.

What happens when I submit my complaint?

Your submission is reviewed against our Content Guidelines to verify authenticity and prevent personal attacks. Once verified, it is securely cataloged and routed to the business through their registered or official contact channels.

Official Legal Charter & Platform Terms

Terms of Service

Rights, responsibilities, and dispute resolution standards for consumers and verified enterprise organizations.

Last Updated: September 9, 2026 • Effective Date: September 9, 2026 • Applicable Globally & Bangladesh Jurisdiction

Select your persona to view applicable rights, SLA obligations, and dispute guidelines.

1. Eligibility, Public Resource Charter & Independence

ComplaintPoint is an independent public service platform dedicated to providing consumers with a transparent, structured mechanism to submit legitimate complaints against commercial entities and monitor resolution outcomes.

By accessing or using ComplaintPoint as a consumer, you confirm that you are at least 18 years of age (or have parental/guardian consent) and possess the legal authority to agree to these Terms.

Platform Independence & Neutrality: ComplaintPoint is neither an arbitration court nor an enforcement authority. We do not guarantee that your complaint will result in financial compensation, product replacement, or formal legal restitution. Our role is strictly to provide an open, verifiable tracking ledger and notification pipeline.

2. Authenticity & Factual Standard of Reports

To preserve directory integrity, every complaint filed on ComplaintPoint must adhere to strict factual standards:

First-Hand Experience: You certify that you are the direct customer, purchaser, or authorized representative of the party that experienced the commercial transaction.
Factual Accuracy: You must state dates, monetary amounts, order identifiers, and communication sequences accurately to the best of your knowledge.
Evidence Uploads: You agree to provide supporting documentation (invoices, receipts, delivery slips, chat transcripts) upon request by our moderation team or the verified organization.

3. Zero Tolerance for Extortion, Defamation & Abuse

ComplaintPoint exists to resolve real commercial grievances, not as an instrument of coercion or commercial warfare.

Anti-Extortion Clause: You may NOT threaten a company with filing a complaint on ComplaintPoint in order to extort undue discounts, free merchandise, or benefits beyond legitimate contractual remedies. Any attempt to use our public platform for extortion will result in immediate permanent account suspension and referral to statutory authorities (including the Directorate of National Consumer Rights Protection - DNCRP).

You agree not to submit:

Unsubstantiated allegations of criminal fraud, theft, or bribery without a formal police general diary (GD) or judicial filing.
Profane, obscene, abusive, or sexually explicit language.
Personal home addresses, personal private phone numbers, or targeted harassment directed at named frontline staff members.

4. Dispute Lifecycle, Public Listing & Redaction

When you submit a complaint, a public case dossier is created with a unique tracking identifier (e.g. CP-84920194):

Public Indexing: The nature of the grievance, company response, resolution status, and timeline are published in the open directory to inform consumer choices and highlight quality improvement.
Privacy Protection: In accordance with our Privacy Policy, your personal telephone number, physical street address, and payment card numbers are automatically redacted from public view.
Closing a Dispute: Once an organization satisfies your grievance, you are invited to mark the complaint as "Resolved", verify corrective action, and submit an updated experience rating.

5. Moderation, Content Disputes & Sanctions

ComplaintPoint reserves the right to review, flag, redact, or archive any complaint that fails to comply with our Responsible Content Guidelines. In the event a company submits verifiable proof that a complaint was fabricated, identity-theft originated, or completely resolved, we provide a structured right-of-reply or update the case status accordingly.

6. Limitation of Liability & Consumer Rights

To the maximum extent permitted by applicable law, ComplaintPoint shall not be liable for any indirect, incidental, or consequential damages resulting from your interactions with listed companies. Nothing in these Terms shall limit consumer rights guaranteed under the Consumer Rights Protection Act, 2009 of Bangladesh or applicable consumer statutes worldwide.

1. Profile Claiming, Corporate Authorization & Identity Verification

These Business Terms govern commercial organizations, merchants, and corporate compliance teams using ComplaintPoint, the Enterprise CMS Console, and related API services.

To claim a company profile or access the CMS Console:

Corporate Authorization: You represent and warrant that you are a duly authorized director, quality manager, legal officer, or designated representative with legal capacity to bind the company.
Domain Authentication: Verification requires registration with an official corporate email domain (e.g., name@company.com). Generic public webmail addresses (e.g. Gmail, Yahoo) are not accepted for verified profile management without formal corporate authorization documentation.

2. Enterprise CMS Console License & 48-Hour SLA Protocols

Organizations subscribing to the ComplaintPoint Enterprise CMS agree to acknowledge incoming consumer dispute notifications within 48 business hours.

Subject to these Terms and active subscription tiers, ComplaintPoint grants you a non-exclusive, non-transferable license to access the Enterprise CMS Platform:

48-Hour Grace Response Window: When a consumer files a verified complaint against your claimed entity, our SLA engine initiates a 48-hour notification window before case escalation indicators are triggered.
Automated AI Triage: CMS subscribers have access to automated natural language triage, urgency sentiment tagging, and departmental routing to expedite resolution velocity.
Role-Based Access Control (RBAC): The enterprise administrator is responsible for managing internal team credentials and revoking access for separated personnel.

3. Right of Reply & Factual Rebuttal Standards

ComplaintPoint upholds balanced, bilateral justice. Every listed business possesses the inherent right to respond:

Guaranteed Right of Reply: Verified business accounts can submit formal corporate responses, upload delivery and transaction receipts, request clarification from the complainant, and dispute fraudulent claims with moderation evidence.

Organizations may not use corporate responses to harass complainants, threaten retaliatory legal action against genuine negative feedback, or disclose complainant private financial records publicly.

4. Subscriptions, Tier Quotas, Invoicing & Billing

Enterprise subscription terms apply based on your selected tier (Free, Starter, Professional, or Enterprise):

Free Tier (BDT 0): Includes 1 user seat and up to 50 managed complaints/month with community support.
Paid Tiers: Fees for Starter (BDT 2,000/mo) and Professional (BDT 5,000/mo) are billed in advance on a monthly or annual cycle (with a 20% discount on annual commitments).
Overage & Quotas: If monthly dispute volume exceeds plan allowances, organizations are notified to upgrade or process excess tickets under standard queue handling.
Cancellation & Refunds: Subscriptions may be canceled at any time from your account settings. Service remains active until the end of the current paid billing cycle.

5. ISO 10002 Quality Compliance, 5-Whys RCA & Audit Trails

ComplaintPoint provides structured templates aligned with ISO 10002 guidelines for complaints handling in organizations:

Root Cause Analysis (RCA): Organizations are equipped with 5-Whys diagnostic tools to trace systemic operational flaws, assign Corrective and Preventive Actions (CAPA), and prevent recurrent customer friction.
Immutable Audit Dossier: All case status transitions, agent reassignments, and compliance approvals maintain cryptographic timestamps for internal quality audits and external regulatory review.

6. Enterprise Confidentiality, Security & API Usage

ComplaintPoint maintains SOC 2 Type II and ISO 27001 security controls:

Confidentiality of Internal Notes: Internal quality memos, draft root cause notes, and private staff assignments stored within your CMS workspace are strictly confidential and will never be disclosed to consumers or indexed publicly.
API Usage & Rate Limiting: Subscribers utilizing REST API endpoints for CRM integration must comply with stated rate limits and maintain secure API key storage.
Data Protection Compliance: Both parties agree to handle consumer personal data in accordance with applicable data protection laws and our Privacy Policy.