Dispute Resolution
Our commitment to fair and transparent complaint handling
Our Commitment
Pintio is committed to resolving disputes fairly, promptly, and transparently. We believe in working collaboratively with our customers to find mutually beneficial solutions while respecting your rights under Australian Consumer Law.
Step-by-Step Dispute Resolution Process
Contact Our Support Team
Most issues can be resolved quickly through direct communication with our support team.
- Email: support@pintio.jp
- Subject Line: "Dispute/Complaint - [Brief Description]"
- Response Time: Within 1 business day
Please Include:
- • Your account email address
- • Detailed description of the issue
- • Relevant dates and times
- • Screenshots or documentation (if applicable)
- • Your preferred resolution
Escalation to Management
If our support team cannot resolve your concern to your satisfaction, you can request escalation to management.
- Request escalation: Via email or by asking our support team
- Review time: 3-5 business days
- Response format: Written resolution plan or explanation
What to Expect:
- • Thorough review of your case
- • Discussion of potential solutions
- • Clear explanation of our decision
- • Information about further options if needed
Independent Dispute Resolution
If internal resolution is not achieved, you have access to external dispute resolution services.
Australian Competition and Consumer Commission (ACCC)
For complaints about breaches of Australian Consumer Law
Contact ACCCState Consumer Protection Agencies
Contact your state or territory consumer affairs office
Find Your State AgencyIndependent Legal Advice
Consult with a qualified legal professional about your rights and options
Find Legal HelpTypes of Complaints We Handle
- • Service outages or performance problems
- • Features not working as described
- • Data loss or security concerns
- • Account access issues
- • Incorrect charges or billing errors
- • Refund requests and processing
- • Subscription management issues
- • Payment method problems
- • Account suspension or termination
- • Data privacy concerns
- • Account security issues
- • Data export or deletion requests
- • Poor customer service experience
- • Communication issues
- • Response time concerns
- • Staff conduct issues
Our Resolution Principles
Fairness
We consider all perspectives and aim for equitable outcomes
Timeliness
We respond promptly and work efficiently toward resolution
Transparency
We communicate clearly about our process and decisions
Respect
We treat all parties with dignity and professionalism
Response Timeframes
| Stage | Response Time | Resolution Target |
|---|---|---|
| Initial Acknowledgment | 1 business day | 3-5 business days |
| Management Review | 2 business days | 5-10 business days |
| Complex Issues | 3 business days | 15-20 business days |
Privacy and Confidentiality
All complaints and disputes are handled with strict confidentiality. We will:
- Only share information necessary for resolution
- Protect your personal information in accordance with our Privacy Policy
- Not disclose details to unauthorized parties
- Maintain records securely for quality improvement purposes
Tips for Effective Dispute Resolution
To help us resolve your dispute quickly:
- • Be specific: Provide clear details about the issue and what you'd like to see happen
- • Stay factual: Focus on facts rather than emotions
- • Provide evidence: Include relevant screenshots, emails, or documentation
- • Be reasonable: Consider practical solutions that work for both parties
- • Stay engaged: Respond promptly to our communications
Contact Information
Dispute Resolution Team
Primary Contact: support@pintio.jp
Escalation Request: Include "ESCALATION REQUEST" in subject line
Business Hours: Weekdays 10:00-17:00 JST
Address: Fukushima-ku, Osaka-shi, Osaka Prefecture, Japan
For urgent security or privacy issues, please mark your email as "URGENT" and we will prioritize your request.