1. Introduction
At Pingbix, our commitment to maintaining trust and vulnerability is paramount. We provide platforms that facilitate open communication between Customers and End Users through various channels like WhatsApp, SMS, RCS, Voice, Email etc. We aim to foster a safe and positive environment for everyone. This Vulnerable End User Policy has been established for Customer to ensure that End Users are not adversely affected during their interactions with our platforms.
We are dedicated to ensuring that vulnerable End Users are treated with empathy, respect and sensitivity. It is a Customer's responsibility to identify and manage interactions with vulnerable End Users and that they are not subject to any unfair practices or discrimination while interacting with our platforms. It is imperative that Customer do not exploit vulnerabilities, delivering fair customer outcomes across all geographical regions.
2. Scope
This Vulnerable End User Policy applies to all Offerings operated by Pingbix accessible and available across all locations. Pingbix holds Customers & End Users the priority to provide a welcoming atmosphere for all, regardless of an individual's background, under this Vulnerable End User Policy.
3. Definitions
Vulnerable End User: An End User with a low ability to withstand financial or non-financial shocks, due to adverse life events, such as bereavement, job loss, or relationship breakdown, health conditions, or low resilience and capability in managing their affairs.
Customer: An individual or a company who uses an Offering for mobile telephone services.
End User: The recipient of messages sent using the Offerings.
Merchant: The content provider responsible for an Offering's operation, content, marketing, and promotion.
Pingbix: The provider of the application or software which is a subject of this policy.
Offering: Services paid for by the Customer through their mobile phone bill.
Payment Network: A payment method that allows Customers to purchase an Offering.
Regulator: The official entity appointed by the country's governing Telecommunication body.
4. Roles and Responsibilities
All Colleagues are responsible for daily management and implementation of the Vulnerable End User Policy.
5. Treatment of a Vulnerable End User
- Treat the vulnerable end user with respect and dignity.
- Allow them sufficient time to make an informed decision on their own.
- Alternative communication methods are provided to vulnerable sections of users.
- Allow them to access a range of help that is easy to find and use.
- Ensure all information provided is comprehensive for the Customer to make choice.
- Staff is provided with adequate training on this policy.
6. Risk Matrix
Pingbix maintains a transparent Vulnerability rating, assigned for risks as low, medium or high. Updated quarterly, it can be provided to regulators on ad-hoc or annual basis.
7. Complaints Procedure and Vulnerable Customers
- The complaints procedure considers the needs of Vulnerable End Users.
- Escalation of complaints is based on urgency and end user vulnerability individually.
- We provide a clear, easy-to-understand process for receiving complaints.
8. Compliance
Adherence to this policy is considered as subject to regular practice. Although, as Pingbix provides such product Vulnerable End Users, it is the sole responsibility of the customer to manage and run the services in the best practice.
This Vulnerable End User Policy is subject to periodical review and updates.
9. Communication & Notifications
We communicate our policies and procedures with Customer on regular basis. We use various channels like email, phone calls, text messages, and other available options. These communications may also include service-related information, product updates, promotional content, and account information.
Pingbix must adhere to responsible communication practices and ensure that all messaging complies with applicable regulations and user consent requirements.