I. CloudEats’ commitment to Customer and external partners satisfaction

CloudEats is committed to delivering exceptional service and ensuring that all concerns from customers and external partners are addressed promptly and efficiently. Our grievance mechanism is designed to provide a structured and transparent process for receiving, tracking, and resolving complaints. By continuously improving our feedback channels and resolution processes, we aim to enhance overall satisfaction and maintain the highest service standards.

 

II. Objective of this policy

This policy serves as a guide on how we systematically receive, track, and resolve grievances from customers and external partners. It ensures that all concerns are handled promptly, fairly, and transparently while maintaining accountability across all levels of operation. By implementing a structured grievance mechanism, we aim to improve service quality, strengthen customer trust, and foster positive relationships with our external partners.

III. Scope 

This policy applies to all customer and external partner grievances received through CloudEats’ designated feedback channels. It covers concerns related to food quality, service, order fulfillment, operational issues, and any other matters impacting customer satisfaction or external partner relationships.

 

IV.Implementing Guidelines

A. Guiding Principles

1. 1. 1. Accessible Reporting Channels – All customers and external partners have equal access to CloudEats’ grievance procedures through multiple platforms, including the website inquiries email, letter mail,  and QR code feedback system.
      2. Confidentiality and Data Protection – All grievances will be handled with the highest level of confidentiality, ensuring that sensitive customer or partner information is protected at all times.
      3. Non-Retaliation – Customers and partners who submit grievances in good faith will not face any adverse consequences, ensuring a safe and open communication environment.
      4. Fair and Transparent Resolution Process – Complaints will be addressed impartially, with a commitment to fairness and responsiveness to all parties involved.
      5. Multiple Avenues for Reporting – Customers and external partners can raise concerns through various platforms
      6. Timely Acknowledgment and Resolution – All grievances will be acknowledged within a set timeframe, and updates on resolution progress will be provided to ensure transparency.
      7. Continuous Improvement and Review – The grievance mechanism will be regularly assessed to ensure its effectiveness, addressing emerging issues and improving the overall customer and partner experience.

 

B. Procedures

External stakeholders can submit their grievances through any of these channels:

• • • • Customer Feedback System via QR Code on Receipts – Customers who purchased products through our partner platforms receive a receipt in which a QR code is included for any feedback. Reports from these QR codes  are automatically logged in our POS system and are automatically handled by the appropriate resources guided by the Escalation Matrix below.. 

Likewise, customers can send feedback through the ordering platform they used (e.g., Order Rating feature on the app).

• • • • Email – inquiries@cloudeats.ph; or contact@cloudeats.com
      • Letter Mail – addressed to 

Cloudeats

7th Floor The Brilliance Center 

11th cor. 40th Sts, BGC Taguig City

 

  Grievance Handling Procedures

1. Incident Reporting (IR)
a. The complainant (customer, vendor, or partner) submits their grievance through the available channels.
b. The report should include:

• • Personal Information (Full name, contact details)
  • Details of the grievance (clear description, date, location, affected order or service)
  • Supporting Documents (photos, videos, receipts if applicable)
    Note:  Anonymous reporting is allowed but this may limit the company’s  ability to provide feedback on the resolution.

c. The report should be acknowledged within 24 hours upon receipt. 

 

2. Escalation Matrix

To ensure timely resolution of complex issues, the following Escalation Matrix is implemented:

Concern Type	Level 1	Level 2	Level 3
Food Quality / Food Safety	Retail Supervisor / Kitchen Head	Area Manager	Head of Kitchen Operations
Partner Disputes – Operations Related	Area Manager	Head of Kitchen Operations	COO
Operational Issues	Shift Supervisor / Retail Supervisor / Kitchen Head	Area Manager	Head of Kitchen Operations

 

3. Investigation
a. Grievances will be assessed within 5 business days to determine if immediate action or further investigation is required.
b. The relevant department will conduct a formal review involving key personnel.
c. Investigations may involve reviewing transaction records, quality checks, and follow-up with the complainant.

 

4. Resolution and Decision Notification
a. CloudEats will provide a written response detailing the resolution within 3 weeks.
b. If the complainant is not satisfied, they may appeal the decision within 1 week of the response.

 

5. Appeals Process
a. Appeals must be submitted in writing through the same channels above but specifically and explicitly addressed to senior management.
b. Senior Management will conduct an additional review and provide a final decision within 2 weeks.

 

6. Confidentiality and Non-Retaliation

• CloudEats ensures that all grievance details remain confidential and are only shared with relevant personnel.
• Customers and external partners raising concerns in good faith will not face any form of discrimination or retaliation.

7. Continuous Improvement

CloudEats will analyze grievance trends to improve service quality, operational efficiency, and customer satisfaction. Regular policy reviews will ensure alignment with best practices.

 

8. Awareness and Training

CloudEats is committed to always raise awareness and will do this by information dissemination.

 

9. Accountability & Reporting
Customers and external stakeholders are encouraged to report any concerns related to their order, Cloudeats staff behaviors, customer experience, etc. CloudEats Kitchen Operations leadership team is responsible for enforcing this policy and ensuring continuous improvement, in the service of customers and external stakeholders, upholding CloudEats Code of Conduct.