다음은 요청하신 **트래블월렛 이용자고충처리방침(Ver 1.4)**의 영어 직역본입니다:
User Complaint Handling Policy
1. How to Use
- Email: support@travel-wallet.com
- Phone: 02-522-0400
- KakaoTalk: @Travel Wallet
2. User Complaint Handling Procedure
- Receive user complaint → Discussion within the relevant department / convene and hold a complaint handling committee meeting → Notify the result
3. Inquiries
- 02-522-0400
4. Handling of Complaints Related to Personal Information
① Travel Wallet (hereinafter the “Company”) is responsible for the overall handling of personal information and has designated the following personal information protection officer to handle complaints and provide relief regarding personal information processing:
- Personal Information Protection Officer
Name: Byeonghee Lee
Position: CISO
Contact: support@travel-wallet.com, 02-522-0400
※ Connected to the personal information protection department.
- Personal Information Protection Department
Department name: Security Team
② The data subject may contact the Personal Information Protection Officer and the department in charge for any inquiries, complaints, or requests for relief related to the protection of personal information arising while using the Company’s services (or business). The Company will respond to and process such inquiries without delay.
5. Dispute Resolution Procedure
① The Company establishes a “Dispute Resolution Procedure” to reflect legitimate opinions or complaints raised by customers regarding currency exchange services and to compensate customers for damages incurred in connection with such services. A dispute resolution officer is also designated.
- Dispute Resolution Officer: Hyoungwoo Kim
- Phone: 02-522-0400
- Email: ceo@travel-wallet.com
② Customers may file a dispute resolution request with the Company in writing (including electronic documents) or through electronic means. The Company shall inform the customer of the results of the investigation or resolution within 15 days in writing (including electronic documents) or via electronic means.
③ The Company shall handle the customer’s objections as follows:
- Simple Complaints: The dispute resolution officer shall investigate and handle the complaint. If necessary, supporting documents or additional explanations may be requested from the customer. The result shall be provided to the customer within 15 days in writing (including electronic documents) or via electronic means.
- Compensation Requests: The dispute resolution officer shall conduct the investigation or processing through the Company’s Dispute Mediation Committee. If necessary, supporting documents or additional explanations may be requested from the customer. The result shall be provided to the customer within 30 days in writing (including electronic documents) or via electronic means.
④ In order to smoothly resolve disputes raised by customers, the Company operates a Dispute Mediation Committee composed of the CEO, CFO, and CISO. The committee will investigate or handle compensation requests filed by customers and provide the results. External consultation may be sought if necessary.
⑤ If the customer disagrees with the Company’s dispute resolution result, the customer may request dispute mediation related to service use from the Financial Supervisory Service’s Financial Dispute Mediation Committee.
⑥ If the Financial Supervisory Service determines that the Company is responsible for the issue, the Company shall bear the full amount of the transaction in question. However, if either the customer or the Company files a civil lawsuit against the mediation result, the outcome of the civil litigation shall prevail.
User Complaint Handling Policy Version No.: Ver 1.4
Date of Announcement: April 25, 2023
Date of Enforcement: April 25, 2023