Book of Complaints

About the Book of Complaints

In accordance with Portuguese consumer protection law (Lei de Defesa do Consumidor), AtivoLabs maintains this Book of Complaints (Livro de Reclamações) to ensure transparent and effective resolution of customer complaints regarding Timer services.

This formal complaint mechanism is available to all Timer users and provides a structured process for addressing concerns that cannot be resolved through our standard customer support channels.

When to Use the Book of Complaints

Before Filing a Formal Complaint

We encourage you to first contact our customer support team for faster resolution:

• General Support: [email protected]
• Billing Issues: [email protected]
• Technical Problems: Through your Timer account support section
• Account Issues: Login to your account and use the help center

Appropriate Cases for Formal Complaints

Use the Book of Complaints when:

• Our support team has not resolved your issue within a reasonable timeframe
• You are dissatisfied with the resolution provided by our support team
• You believe there has been a violation of consumer rights
• You have concerns about billing practices or subscription management
• You experience service quality issues that impact your business
• You need formal documentation of your complaint for legal purposes

Types of Complaints We Address

• Service Quality: Performance, reliability, or feature availability issues
• Billing and Payments: Incorrect charges, refund requests, subscription problems
• Privacy and Data: Data handling concerns or privacy violations
• Accessibility: Issues with service accessibility or discrimination
• Contract Disputes: Disagreements about terms of service or agreements
• Customer Service: Inadequate support or unprofessional conduct

How to File a Complaint

Required Information

To file a formal complaint, please provide the following information:

• Personal Information: Full name, email address, phone number, and address
• Account Details: Timer account email and subscription plan (if applicable)
• Complaint Description: Detailed description of the issue or concern
• Timeline: When the issue occurred and steps taken to resolve it
• Supporting Evidence: Screenshots, emails, or other relevant documentation
• Desired Resolution: What outcome you are seeking

Submission Methods

Online Submission (Recommended)

Postal Submission

In-Person Submission

You may also submit complaints in person during business hours (Monday-Friday, 9:00-17:00) at our Lisbon office. Please call ahead to schedule an appointment.

Complaint Resolution Process

Step 1: Acknowledgment (2-5 business days)

• We acknowledge receipt of your complaint
• Assign a unique reference number for tracking
• Confirm the information provided and request any missing details
• Provide estimated timeline for resolution

Step 2: Investigation (10-15 business days)

• Thorough review of your complaint and supporting evidence
• Internal investigation with relevant departments
• Collection of additional information if needed
• Regular updates on investigation progress

Step 3: Resolution and Response (5 business days after investigation)

• Written response with our findings and decision
• Clear explanation of the resolution or reasons for denial
• Details of any corrective actions or compensation
• Information about appeal processes if applicable

Maximum Resolution Time

Your Rights During the Complaint Process

Right to Information

• Receive regular updates on your complaint status
• Request additional information about our investigation
• Access all documentation related to your complaint
• Receive clear explanations of our decisions

Right to Fair Treatment

• Impartial and objective investigation of your complaint
• Professional and respectful communication throughout the process
• No retaliation or negative treatment for filing a complaint
• Continued access to Timer services during the complaint process

Right to Appeal

• Request review of our decision by senior management
• Escalate to external consumer protection authorities
• Seek mediation through recognized dispute resolution services
• Pursue legal remedies through Portuguese courts

Alternative Dispute Resolution

If you are not satisfied with our complaint resolution, you have access to alternative dispute resolution mechanisms:

Consumer Arbitration Centers

Directorate-General for Consumer Affairs

European Consumer Centre

For cross-border disputes within the EU:

Continuous Improvement

Learning from Complaints

We view complaints as valuable feedback for improving our services. All complaints are:

• Analyzed for systemic issues and improvement opportunities
• Used to enhance our products, services, and processes
• Reviewed by management to identify training needs
• Incorporated into our quality assurance programs

Complaint Statistics

We maintain records of all complaints and publish annual statistics including:

• Number and types of complaints received
• Resolution times and outcomes
• Customer satisfaction with the complaint process
• Improvements implemented based on complaint feedback

Prevention Measures

To prevent complaints, we continuously work on:

• Improving service quality and reliability
• Enhancing customer communication and support
• Simplifying processes and user interfaces
• Providing clear and comprehensive documentation
• Training our team on customer service excellence

Legal Framework

This Book of Complaints operates in accordance with:

Portuguese Legislation

• Lei de Defesa do Consumidor (Consumer Protection Law)
• Decreto-Lei n.º 156/2005 (Book of Complaints Regulation)
• Lei n.º 144/2015 (Consumer Alternative Dispute Resolution)
• Código do Consumo (Consumer Code)

EU Legislation

• Directive 2013/11/EU (Alternative Dispute Resolution for Consumer Disputes)
• Regulation (EU) No 524/2013 (Online Dispute Resolution)
• General Data Protection Regulation (GDPR) (Data Protection)