FileWave is committed to ensuring that complaints and disputes concerning FileWave’s privacy practices are investigated and resolved. For this reason, we have developed a privacy complaint handling procedure. It is our intention to resolve all complaints through this procedure.
For questions, comments, or concerns regarding the protection of your personal information, send us an email.
Complaint Handling Process
FileWave respects your privacy and if you have submitted a concern to FileWave, we have placed your issue into our Complaint Handling Process that is intended to investigate and take steps to resolve your concerns.
The following is a summary of how our process works:
Step 1: Complete and submit the online Privacy Complaint Form or fax the information to +1 (317) 755-0944 (U.S.) or to +41 (0) 71-914-30-81 (Switzerland).
Step 2: Receive a communication within one (1) business day from FileWave acknowledging receipt of your complaint.
Step 3: Receive a communication from a FileWave employee assigned to investigate your concern within three (3) business days from the day you receive the communication from FileWave acknowledging receipt of your complaint.
Step 4: FileWave will conduct an investigation into your complaint. During this process, you may receive additional communications from the FileWave investigator.
Step 5: The investigator will contact you within fifteen (15) business days from the date he or she first contacted you with a proposed resolution to your concern. If you agree with the proposed resolution, you and the investigator will work together to close the matter. If you do not agree, the matter will be escalated to FileWave’s Chief Executive Officer.
Step 6: If you and the investigator cannot resolve your concern, the FileWave Corporate Privacy Leader will take steps to resolve the matter. Within ten (10) business days of the escalation, FileWave’s Chief Executive Officer will contact you to propose a resolution.
Step 7: If you agree to the resolution, you will work with FileWave’s Chief Executive Officer to close the matter.
Step 8: If you and FileWave’s Chief Executive Officer do not agree to a resolution, we will offer you the opportunity to take the matter to an independent third party for resolution.
We recognize that there may be instances where resolution through our internal procedures is not achievable, or where complainants may wish to avail themselves of alternative dispute resolution mechanisms.
Please send all written inquiries to:
FileWave (Europe) GmbH, St. Gallerstrasse 1, CH-9500 Wil, Switzerland. [Fax: +41 (0) 71-914-30-81]
FileWave (USA), 7320 E. 86th Street, Indianapolis, IN 46256, United States. [Fax: +1 (317) 755-0944]