Managed dynamically through Kelin's Internal System.
01. Purpose
Effective Date: [Insert effective date before publication] This Policy explains how Kelin handles complaints and disputes relating to services arranged through Kelin and how Suppliers are expected to cooperate.
02. Submitting a Complaint
Suppliers may report concerns about a customer, service request, payment, settlement, conduct or Kelin process through the designated support channel. Include the request reference, relevant dates, a description and supporting information where available.
03. Review
Kelin may review quotations, booking details, messages, service records, payment records, documents and other relevant evidence. Kelin may contact the Supplier, customer, payment service provider or another party for clarification.
04. Supplier Response
Suppliers must respond reasonably, provide accurate information and preserve relevant evidence. Where appropriate, the Supplier will have an opportunity to respond and provide supporting information before a decision is made.
05. Possible Outcomes
Depending on circumstances and Kelin's role, an outcome may include clarification, corrective action, re-arrangement of service, refund review, settlement adjustment, restriction of new assignments, escalation or closure. Financial adjustments must have a basis in an applicable agreement, disclosed policy, transaction facts or legal requirement.
06. Payment Disputes and Records
Kelin will review settlement disputes using relevant transaction records. A disputed amount may be temporarily held where reasonably necessary and permitted by the applicable agreement and law. Complaint information is shared only as reasonably necessary for review, resolution, safety or legal compliance.
07. Contact
For complaints or disputes, contact support@kelin.lk or use the designated Kelin support process.
Kelin (Pvt) Ltd · support@kelin.lk · https://www.kelin.lk