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Our Privacy Dispute Resolution Process


We feel that it is important for users of our website to know that we are serious about protecting your personal privacy, if you feel we have failed to protect your privacy according to our current privacy policy you have the right to file a complaint with us. We are committed to taking all appropriate steps to correct any mistakes that may have occurred in carrying out our policy or any lapses in our policy that you feel may affect your personal privacy. If you feel at any time we are not acting in good faith to resolve your issue raised by filing a claim with us you can contact the appropriate government agency in your country or pursue any legal recourse that may be available to you.

The information below will help you understand our procedures and the process of resolving your privacy claim with us.


Quick Links Resolution Process

  1. Who Can File a Claim?
  2. Who Participates in Resolving a Claim?
  3. What is a Qualified Claim?
  4. What is an Unqualified_Claim?
  5. Are All Claims Filed Accepted for Resolution?
  6. What Outcomes are Available in Making a Claim?
  7. How is a Claim Filed?
  8. What Happens During the Resolution Process?
  9. When Does a Claim Become Closed?

Appeal Process

  1. Can the Decision on a Claim be Appealed?
  2. What Happens After an Appeal is Filed?



1. Who Can File a Claim?

Any user of our Website may file a complaint against us.


 2. Who Participates in Resolving a Claim?

  • You: The individual complaining about an improper handling of personally identifiable information (PII) or a violation of our privacy statement 

  • Us: BACK-OFFICE BUSINESS SOLUTIONS, INC the website owner


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3. What is a Qualified Claim?

For a claim to be considered qualified in the program, all of the following conditions must be true:

  • You are willing to make a reasonable attempt to resolve the problem directly with us

  • You raise an online privacy issue that affects the personally identifiable information of either yourself or that of a child whose parent or guardian is the person filing the claim

  • You are claiming that we collected, used or disclosed your personally identifiable information in a manner inconsistent with our published online privacy statement

  • The privacy complaint is in English, or we will secure appropriate translation services

  • You filed your complaint with us via our Privacy Dispute Report Form on our Website


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4. What is an Unqualified Claim?

If your claim does not satisfy the criteria as a qualified claim as stated in section four above OR has any of the following characteristics listed below it is then unqualified to be considered for our Dispute Resolution process:

  • The privacy claim seeks only monetary damages

  • The privacy claim alleges fraud or other violations of statutory or regulatory law

  • The privacy claim was settled under a previous court action, arbitration, or another form of dispute resolution


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5. Are All Claims Filed Accepted for Resolution?

We review all claims; however, we are not required to entertain any claim that we deem insincere or where the intent is to harass us.

We define an insincere claim as one that has no factual basis, or that does not relate to any responsibilities  contained in our Privacy Policy. Harassing claims including the continuous filing of claims based on allegations that we have previously addressed.


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6. What Outcomes are Available in Making a Claim?

Based upon the facts of a particular claim, we may do any or all of the following:

  • Either correct or modify personally identifiable information, or change user preferences

  • Change our privacy statement or privacy practices

  • Submit to a third-party audit of our privacy practices to ensure both the validity of our privacy statement and that it has implemented the corrective action that was required

If we refuse to comply with the steps that are needed, you may refer us to an appropriate government agency for further review.


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7. How is a Claim Filed?

To file a claim with us, you must . Privacy Dispute Resolution claims cannot be filed by e-mail or phone. 

After you file your Dispute Resolution claim on our Website, our Dispute Resolution and Appeal processes are conducted by email. We will assign your claim a unique tracking number. Please be sure to include the claim tracking number in the subject line of all emails you send to us after that.


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8. What Happens During the Resolution Process?

a) You file a claim with Us
    
    We will review and resolve qualified privacy concerns that arise from a your use of our Website. 

b) We determine whether the complaint is qualified

    We will inform you within ten business days as to whether your claim meets the requirements as a
    qualified claim, or whether we need further information to make such a determination. If we determine
    that your claim is unqualified, (section 4 above), we will email you a written explanation.

c) We collect and examine information on the dispute

   We will determine whether the information you provided in your claim is sufficient to pursue further
   investigation. We may contact you for additional information that would assist us in addressing your
   claim. You have 14 calendar days from our contacting you to provide any additional information. If you
   do not provide this information, then we will close the claim.

d) The Dispute Resolution process goes forward

We will have an additional 14 calendar days to review any further information or your response to our determination on your complaint.

  • We may, in our sole discretion, extend any of the time periods discussed above.

  • We are not obligated to consider the information we receive after any specified deadline or extension of time.

  • Once we send notice of our determination and indicate that we have closed your claim, you have 14 calendar days to file an appeal as discussed below.

e) If We Fail to Answer a Claim 

If we fail to answer your claim in a reasonable time you may:

  • Refer the matter to the appropriate government agency depending on the nature of the claim; and

  • Take other action as appropriate


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9. When Does a Claim Become Closed?


We will close a claim when we issue a final determination report to you.


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Appeal Process


1. Can the Decision on a Claim be Appealed?

Yes. You may submit an appeal within 14 calendar days of receiving our e-mail notice that we are closing the claim.

The email address to use for filing an appeal with us is appeals@industryatrchive.org and must include the claim number we assigned in the subject line of the appeal request.

You must explain, in a statement not to exceed 1000 words, why we should change our final determination of your claim. (“Appeal Statement”).

Note: our determination about whether a claim falls within the scope of our privacy programs is final, and is not subject to appeal via this Appeals Process.


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2. What Happens After an Appeal is Filed? 

Upon receiving your appeal, our Compliance Director will review the claim and determine within ten business days whether the claim is eligible to be reopened for further investigation. For example, we may re-open a claim for examination if you report significant new information that a resolution we told you was applied but has ceased to take effect.

After our Compliance Director completes a review, we may direct you to respond by e-mail within ten business days after that, explaining in a statement not to exceed 1000 words why our final determination should be changed or supplying responses to specific questions from us. We will notify you if we are seeking any further information regarding this claim. 

If our Compliance Director determines that the original complaint disposition was proper according to our processes, and you have not introduced any significant new information that was not raised earlier or finds no other basis for your appeal, the Compliance Director will respond with its final appeals determination within ten business days.


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