This is the Consumer Assistance Management System and Internal Redress Mechanism Policy of ST. PETER LIFE PLAN, INC. We are committed to fully complying with Republic Act No. 11967 (the Internet Transactions Act (ITA) of 2023), Republic Act No. 11765 (Financial Products and Services Consumer Protection Act), along with other applicable laws and regulations. In alignment with the principles of fair, transparent and accountable marketing conduct, consumer protection practices and digital business practices, our company hereby commits to establishing and implementing an internal redress mechanism, and consumer assistance management system within our organization.
This mechanism shall be clear, effective and responsive, and shall be designed to promptly address and resolve consumer concerns, complaints and disputes in a manner that upholds the rights and protection of consumers while fostering trust and confidence in all our business and digital platforms. We recognize the importance of consumer trust in all Pre Need/financial products and services and in the growth of e-commerce and affirm our responsibility to act in good faith, with diligence and fairness, in all transactions and engagements with the public.
1. For any questions, inquiries, concerns, clarifications, requests or need of assistance or any customer feedback in relation to all our products and services, customers and planholders may contact us through any of the following official channels:
To facilitate efficient handling, please include your full name, contact number, email, Life Plan details (if applicable), invoice or transaction number, date of transaction, and the specific questions, inquiries, concerns, clarifications, requests for assistance or any customer feedback.
2. How to File a ComplaintCustomers and Planholders may file a complaint through any of the following official channels (as applicable):
To facilitate efficient handling, please include your full name, contact number, email, Life Plan details (if applicable), invoice of transaction number, date of transaction, and a detailed description of the complaint or issue.
3. Acknowledgment of ComplaintAll complaints will be acknowledged within 24 hours. An initial response will confirm receipt and outline the next steps in the resolution process.
Customer Service Support AssistanceCustomer or Planholder contacts Customer Service via phone, form, email, or chat.
Each complaint will be reviewed thoroughly. We will validate the facts and determine the most appropriate action. Depending on the complexity, a resolution will be provided within 7 to 14 days or earlier from acknowledgment. Resolutions may include, but are not limited to:
After providing a resolution, we will confirm with the customer or planholder whether the issue has been satisfactorily resolved. All complaints and actions taken are documented and/or recorded for future reference and service improvement.
Field or Department Evaluation/ActionIn case the customer/planholder is not satisfied with our proposed resolution or action taken, he/she may further escalate the matter to relevant consumer protection agencies such as:
This Consumer Assistance Management System and Internal Redress Mechanism is aligned with the requirements of the ITA and its Implementing Rules and Regulations and Republic Act No. 11765 and Insurance Commission Memorandum Circular 2023-01, and is established in accordance with consumer protection principles and other applicable laws and regulations related to consumer protection for financial products and services and to e-commerce. It also serves as a demonstration of our responsibility as a digital market participant in promoting trust, accountability, and safety in the online marketplace.