Claims & Complaints

COMPLAINT RULES FOR IT SERVICE – iTS Service, part of iTSmedia Group 

Wilsonova 4, 22000 Šibenik

Date of issue: 30.9.2024.

Version: 1.0

Part of the SOP (Standard Operating Procedure) of the iTSmedia community, sector/iTS

Author: Josip Marčić


This document details the rules and procedures for submitting and processing complaints regarding services and products provided by iTS Service, a part of the iTSmedia Group.

Our mission is to ensure a high standard of quality and customer satisfaction through timely and fair resolution of all complaints. The complaint rules comply with legal norms and our SOP for iTS Service.

  1. SUBMITTING A COMPLAINT

Timeframe for submitting a complaint A complaint regarding the provided services or products must be submitted no later than 7 days from the date of discovering a defect covered by the warranty.If the user does not submit a complaint within this timeframe, iTS Service is not obligated to accept the complaint or offer a repair, replacement, or other forms of resolution.The timeframe for submitting complaints may be extended if the issue was discovered just before the end of the warranty period and the user was unable to submit the complaint immediately due to valid reasons (illness, travel, etc.).Such cases are reviewed individually based on the provided evidence.Channels for submitting complaints Users have the following channels available for submitting complaints:

  • Email: podrska@itsmedia.info – Users can send complaint details via email.
  • WhatsApp: Option to submit complaints via WhatsApp with mandatory device, invoice, and problem details.
  • Chat option on the iTSmedia website: Quick communication and complaint submission via the integrated chat system.

Mandatory information when submitting a complaint For a complaint to be valid, the user must provide the following information:

  • Problem description:
    • A detailed description of the observed defect or malfunction of the device or service.
  • Proof of purchase:
    • A copy of the invoice, service contract, or other proof of service or purchase (e.g., device serial number, ticket number).
  • Contact information:
    • Full name, phone number, and email address for further communication.
  • Relevant evidence:
    • Photos, videos, log files, or other documents that may assist in diagnosing the problem.

If the complaint lacks any of the required information, iTS Service reserves the right to request additional details before processing the complaint. In such cases, the complaint process starts only when all required information is provided.

  1. COMPLAINT PROCESSING

Complaint receipt confirmation Upon receiving the complaint, iTS Service will send a confirmation within 24 hours via the same channel used to submit the complaint (email, WhatsApp, chat). The receipt confirmation will include:

  • The complaint ticket number.
  • The contact person responsible for processing the complaint.
  • Information on the next steps.

If the complaint is incomplete, the user will be informed of the required additional information, which must be provided to proceed with the complaint.Complaint processing time Once all necessary information is received, iTS Service will process the complaint within 7 business days.In complex cases requiring additional technical testing or device analysis, this timeframe may be extended, but the user will be notified in advance of any delay.Complaint processing procedure During the complaint processing, iTS Service follows these steps:

  • Data analysis:
    • Review of the provided information, invoice, and evidence submitted by the user.
  • Technical analysis:
    • Experts conduct a technical diagnosis on the device (if necessary) to confirm the cause of the problem.
  • Determination of complaint validity:
    • After thorough analysis, iTS Service decides on the complaint's validity.

Once the complaint is processed, iTS Service contacts the user with feedback on the outcome and the next steps.

  1. COMPLAINT RESOLUTION

Repair or product replacement If the complaint is found to be valid, iTS Service will, at its discretion, take one of the following actions:

  • Device repair:
    • If the defect or malfunction can be resolved, the device will be repaired at no additional cost to the user.
  • Device replacement:
    • If repair is not possible or is not cost-effective, the user will be offered a replacement device of the same or better specifications.
  • Other options available:
    • If alternative solutions (e.g., device upgrades) are available, the user will be informed and can choose the appropriate option.

Repair or replacement timeframe iTS Service commits to performing a repair, replacement, or other resolution as soon as possible, not exceeding 30 days from the date the complaint is deemed valid. If a product replacement requires specialized parts or product procurement, iTS Service will inform the user of the expected delivery timeframe.Notification of complaint resolution Once the complaint is processed, the user will be informed in writing via email or another communication channel used for submitting the complaint. The notification will include:

  • Actions taken (repair, replacement, refund).
  • Estimated time for resolution completion (if applicable).
  • Further necessary steps, if required.
  1. USER RIGHTS

Right to information The user has the right to be regularly informed about the status of their complaint without needing to contact the service multiple times.iTS Service commits to informing the user at each stage of processing, including:

  • Complaint receipt confirmation.
  • Technical analysis status.
  • Planned actions (repair, replacement, new device dispatch).
  • Complaint resolution completion.

Right to prompt resolution The user has the right to timely and effective complaint resolution per this policy. iTS Service commits to adhering to the stated timeframes and, in case of delays or difficulties, will inform the user with a reasonable explanation.Right to appeal If the user is dissatisfied with the complaint outcome or believes the complaint was not handled properly, they have the right to appeal to a higher authority within iTS Service. Appeals can be submitted via email at info@itsmedia.info or in writing to the iTSmedia Group management.

  1. LIMITATIONS AND EXCLUSIONS

Beyond the warranty period Complaints submitted after the warranty period expires will not be accepted unless there is a specific agreement between iTS Service and the user. Warranty periods are stated on the original invoice or service contract. Users are advised to keep all service and warranty documents to facilitate the complaint process.Unjustified complaints Complaints not resulting from an iTS Service error but due to:

  • Improper device handling by the user.
  • External factors such as physical damage, moisture exposure, power outages, or unauthorized interventions.
  • Software issues caused by installing unauthorized or pirated programs, viruses, or malware.
  • New malfunctions unrelated to the original repair.

Unjustified complaints will be rejected, and the user will receive a notification with a detailed explanation.

  1. ADDITIONAL NOTES AND RULES

Changes to complaint terms iTS Service reserves the right to update or modify the complaint policy following internal procedures and applicable legislation.All changes will be published in advance on the official iTSmedia Group website, and clients will be informed of significant changes via usual communication channels.Complaint escalation procedure If a client is dissatisfied with the iTS Service decision, they may request a complaint review by the supervisory body within the iTSmedia Group. Escalations can be submitted via email or in writing, and the client will receive feedback within 14 business days.Contact for complaints and escalations All complaints or escalation requests can be directed to:

This complaint policy aligns with our internal SOP for iTS Service and the applicable laws of the Republic of Croatia. Our goal is to ensure client satisfaction by providing a transparent, professional, and efficient complaint resolution process.