Ensuring Your Satisfaction: Our Commitment to Resolution
At OPEX, we are committed to providing high-quality training and professional development experiences. Your satisfaction is our top priority, and we understand that occasionally, issues or concerns may arise. This page outlines our clear and efficient process for addressing any feedback, complaints, or disputes you may have, ensuring a fair and timely resolution.
Our customer resolution process is designed to be transparent, accessible, and in line with best practices for professional development providers, including those aligned with Project Management Institute (PMI) standards for continuing certification requirements.
How to Submit a Concern or Complaint
Step 1 - Initial Contact - Direct Communication
For immediate concerns or general inquiries, the quickest way to get assistance is to contact our customer support team directly. Many issues can be resolved promptly at this stage.
Preferred Contact Methods
Email: support@opex.tn
Online Chat: Connect with us on WhatsApp for live support.
When contacting us, please provide the following information to help us assist you efficiently:
Your full name
Your contact information (email and phone number)
The specific training program or service your concern relates to
A clear and concise description of your concern or complaint
Any relevant dates, times, or supporting documentation (e.g., screenshots, communication logs)
Our customer support team will acknowledge receipt of your concern within 1 business day and will aim to provide a resolution or an update on the investigation within 3-5 business days.
Step 2 - Formal Complaint Submission - If Unresolved
If your concern isn’t resolved to your satisfaction through initial contact, or if you prefer to submit a formal complaint from the outset, please use our dedicated formal complaint submission process.
Method for Formal Complaint
Written Correspondence: You can also send a formal written complaint to: 101 Rue Aziza Othmana, Sfax – 3000, Tunisia
For formal complaints, please ensure you include:
All information requested in Step 1 (your full name, contact information, the specific training program or service your concern relates to, a clear and concise description of your concern, and any relevant dates, times, or supporting documentation).
A detailed account of the issue, including any previous attempts at resolution and their outcome.
Your desired resolution.
Upon receipt of a formal complaint, you’ll receive an acknowledgment within 1 business day. Your complaint will be assigned to a dedicated resolution specialist who will conduct a thorough investigation.
Step 3 - Investigation and Resolution
The assigned resolution specialist will:
Review all provided information and documentation.
Contact you for any additional details or clarification needed.
Interview relevant internal personnel (e.g., instructors, administrative staff).
Propose a resolution based on the findings of the investigation.
We aim to provide a proposed resolution for formal complaints within 10-15 business days from the date of acknowledgment. Complex cases may require more time, and if so, we will keep you informed of the progress and estimated timeline.
Step 4 - Appeal Process - If Still Unresolved
If you’re not satisfied with the proposed resolution, you have the right to appeal the decision. Your appeal will be reviewed by a senior management representative not previously involved in the case.
To initiate an appeal, please submit:
A written appeal outlining why you’re dissatisfied with the proposed resolution.
Any new information or evidence you wish to present.
Appeals must be submitted within 10 business days of receiving the proposed resolution. The senior management review will typically conclude within 10 business days of receiving the appeal, and their decision will be final.
Our Commitment to You
Fairness and Impartiality: All complaints will be handled fairly, impartially, and objectively.
Confidentiality: Your personal information and the details of your complaint will be kept confidential, shared only with those directly involved in the resolution process.
Timeliness: We are committed to resolving complaints as quickly and efficiently as possible.
Continuous Improvement: Feedback from the resolution process is used to identify areas for improvement in our services and operations, ensuring a better experience for all our customers.
Contact Us
For any questions regarding our customer resolution process, please do not hesitate to contact us:
OPEX Customer Support:
Email: support@opex.tn
We value your feedback and are dedicated to ensuring your positive experience with OPEX.