{"id":6485,"date":"2023-04-20T11:29:04","date_gmt":"2023-04-20T09:29:04","guid":{"rendered":"https:\/\/www.axeria-iard.ro\/stagingGDPR\/complaints\/"},"modified":"2026-04-06T22:38:45","modified_gmt":"2026-04-06T20:38:45","slug":"complaints","status":"publish","type":"page","link":"https:\/\/www.axeria-iard.ro\/stagingGDPR\/en\/complaints\/","title":{"rendered":"Petitions"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"6485\" class=\"elementor elementor-6485 elementor-994\" data-elementor-settings=\"{&quot;ha_cmc_init_switcher&quot;:&quot;no&quot;}\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-48ccf75 elementor-section-height-min-height elementor-section-boxed elementor-section-height-default elementor-section-items-middle\" data-id=\"48ccf75\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-318332b\" data-id=\"318332b\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-924424e elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"924424e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Axeria<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-08b1d08 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"08b1d08\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>&#8211; Complaints &#8211;<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-8b3b9d5\" data-id=\"8b3b9d5\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-04d2674 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"04d2674\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-845ae22\" data-id=\"845ae22\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-15518ac elementor-hidden-tablet elementor-hidden-mobile elementor-widget elementor-widget-spacer\" data-id=\"15518ac\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-303f33a elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"303f33a\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-782f4bc\" data-id=\"782f4bc\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-ead6b98 elementor-widget elementor-widget-heading\" data-id=\"ead6b98\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">COMPLAINTS RECEIVED<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-2793ca3 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"2793ca3\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-7c1c9e3\" data-id=\"7c1c9e3\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-19c821d elementor-widget elementor-widget-text-editor\" data-id=\"19c821d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>In order to ensure transparency in the registration and handling of complaints, as well as requests for alternative dispute resolution by AXERIA IARD SA Lyon \u2013 Bucharest Branch, we present the status of complaints addressed to our company:<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-93f8dfd elementor-section-height-min-height elementor-section-content-middle elementor-section-boxed elementor-section-height-default elementor-section-items-middle\" data-id=\"93f8dfd\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-narrow\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-375abdd\" data-id=\"375abdd\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-7724266 elementor-widget elementor-widget-shortcode\" data-id=\"7724266\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"shortcode.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-shortcode\">\n<table id=\"tablepress-6\" class=\"tablepress tablepress-id-6\">\n<thead>\n<tr class=\"row-1\">\n\t<td class=\"column-1\"><\/td><td class=\"column-2\"><\/td><td class=\"column-3\"><\/td><th class=\"column-4\">Perioada de raportare<\/th><td class=\"column-5\"><\/td><td class=\"column-6\"><\/td><td class=\"column-7\"><\/td><td class=\"column-8\"><\/td><td class=\"column-9\"><\/td>\n<\/tr>\n<\/thead>\n<tbody class=\"row-striping row-hover\">\n<tr class=\"row-2\">\n\t<td class=\"column-1\">PETITII<\/td><td class=\"column-2\">    Anul precedent<br \/>\n         2025<\/td><td class=\"column-3\">        2026<br \/>\nianuarie -luna curenta<br \/>\n     (cumulat)<\/td><td class=\"column-4\"><\/td><td class=\"column-5\"> ULTIMELE 3 LUNI <br \/>\n  ALE PERIOADEI <br \/>\n  DE RAPORTARE<\/td><td class=\"column-6\"><\/td><td class=\"column-7\"><\/td><td class=\"column-8\"><\/td><td class=\"column-9\"><\/td>\n<\/tr>\n<tr class=\"row-3\">\n\t<td class=\"column-1\"><\/td><td class=\"column-2\"><\/td><td class=\"column-3\"><\/td><td class=\"column-4\">Ianuarie<br \/>\n2026<\/td><td class=\"column-5\">Februarie<br \/>\n2026<\/td><td class=\"column-6\">Martie<br \/>\n2026<\/td><td class=\"column-7\"><\/td><td class=\"column-8\"><\/td><td class=\"column-9\"><\/td>\n<\/tr>\n<tr class=\"row-4\">\n\t<td class=\"column-1\">Numarul total de petitii inregistrate unic per petent si per caz<\/td><td class=\"column-2\">739<\/td><td class=\"column-3\">70<\/td><td class=\"column-4\">70<\/td><td class=\"column-5\"><\/td><td class=\"column-6\"><\/td><td class=\"column-7\"><\/td><td class=\"column-8\"><\/td><td class=\"column-9\"><\/td>\n<\/tr>\n<tr class=\"row-5\">\n\t<td class=\"column-1\">Numarul total de petitii intemeiate (solutionate favorabil), inregistrate unic<br \/>\nper petent si per caz<\/td><td class=\"column-2\">88<\/td><td class=\"column-3\">10<\/td><td class=\"column-4\">10<\/td><td class=\"column-5\"><\/td><td class=\"column-6\"><\/td><td class=\"column-7\"><\/td><td class=\"column-8\"><\/td><td class=\"column-9\"><\/td>\n<\/tr>\n<tr class=\"row-6\">\n\t<td class=\"column-1\">Numarul de petitii intemeiate (solutionate favorabil) referitoare la dosare de dauna<\/td><td class=\"column-2\">79<\/td><td class=\"column-3\">9<\/td><td class=\"column-4\">9<\/td><td class=\"column-5\"><\/td><td class=\"column-6\"><\/td><td class=\"column-7\"><\/td><td class=\"column-8\"><\/td><td class=\"column-9\"><\/td>\n<\/tr>\n<tr class=\"row-7\">\n\t<td class=\"column-1\">Numarul total de petitii pentru care dosarele de dauna au fost achitate<\/td><td class=\"column-2\">59<\/td><td class=\"column-3\">7<\/td><td class=\"column-4\">7<\/td><td class=\"column-5\"><\/td><td class=\"column-6\"><\/td><td class=\"column-7\"><\/td><td class=\"column-8\"><\/td><td class=\"column-9\"><\/td>\n<\/tr>\n<tr class=\"row-8\">\n\t<td class=\"column-1\">Numarul total de petitii finalizate nefavorabil, inregistrate unic per petent si per caz<\/td><td class=\"column-2\">650<\/td><td class=\"column-3\">60<\/td><td class=\"column-4\">60<\/td><td class=\"column-5\"><\/td><td class=\"column-6\"><\/td><td class=\"column-7\"><\/td><td class=\"column-8\"><\/td><td class=\"column-9\"><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-4cf9cd8 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"4cf9cd8\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-3f68799\" data-id=\"3f68799\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-3ac05a7 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"3ac05a7\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-2ab6640\" data-id=\"2ab6640\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-d86f1c6 elementor-widget elementor-widget-shortcode\" data-id=\"d86f1c6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"shortcode.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-shortcode\">\n<table id=\"tablepress-7\" class=\"tablepress tablepress-id-7\">\n<thead>\n<tr class=\"row-1\">\n\t<td class=\"column-1\"><\/td><td class=\"column-2\"><\/td><td class=\"column-3\"><\/td><th class=\"column-4\">Perioada de raportare:<\/th><td class=\"column-5\"><\/td><td class=\"column-6\"><\/td>\n<\/tr>\n<\/thead>\n<tbody class=\"row-striping row-hover\">\n<tr class=\"row-2\">\n\t<td class=\"column-1\">SOLICITARI DE SOLUTIONARE ALTERNATIVA A LITIGIILOR<\/td><td class=\"column-2\">Anul precedent 2025<\/td><td class=\"column-3\">Perioada de raportare: 2026 ianuarie -luna curenta (cumulat)<\/td><td class=\"column-4\"><\/td><td class=\"column-5\">ULTIMELE 3 LUNI ALE PERIOADEI DE RAPORTARE<\/td><td class=\"column-6\"><\/td>\n<\/tr>\n<tr class=\"row-3\">\n\t<td class=\"column-1\"><\/td><td class=\"column-2\"><\/td><td class=\"column-3\"><\/td><td class=\"column-4\">Ianuarie<br \/>\n2026<\/td><td class=\"column-5\">Februarie<br \/>\n2026<\/td><td class=\"column-6\">Martie<br \/>\n2026<\/td>\n<\/tr>\n<tr class=\"row-4\">\n\t<td class=\"column-1\">Numarul total al solicitarilor de solutionare alternativa a litigiilor<\/td><td class=\"column-2\">0<\/td><td class=\"column-3\">0<\/td><td class=\"column-4\">0<\/td><td class=\"column-5\">0<\/td><td class=\"column-6\">0<\/td>\n<\/tr>\n<tr class=\"row-5\">\n\t<td class=\"column-1\">Numarul total al solicitarilor de solutionare alternativa a litigiilor solutionate efectiv<\/td><td class=\"column-2\">0<\/td><td class=\"column-3\">0<\/td><td class=\"column-4\">0<\/td><td class=\"column-5\">0<\/td><td class=\"column-6\">0<\/td>\n<\/tr>\n<tr class=\"row-6\">\n\t<td class=\"column-1\">Numarul total al solicitarilor de solutionare alternativa a litigiilor solutionate favorabil asiguratilor, contractantilor, beneficiarilor, persoanelor prejudiciate sau reprezentantilor acestora<\/td><td class=\"column-2\">0<\/td><td class=\"column-3\">0<\/td><td class=\"column-4\">0<\/td><td class=\"column-5\">0<\/td><td class=\"column-6\">0<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-421ed26 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"421ed26\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-7697038\" data-id=\"7697038\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-5f419a7 elementor-widget elementor-widget-heading\" data-id=\"5f419a7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">COMPLAINTS HANDLING PROCEDURE<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-251784c4 elementor-section-content-top elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"251784c4\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-4a9eaccc animated-fast elementor-invisible\" data-id=\"4a9eaccc\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;animation&quot;:&quot;fadeInUp&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-38c99f8 elementor-tabs-view-vertical elementor-widget elementor-widget-tabs\" data-id=\"38c99f8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"tabs.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-tabs\">\n\t\t\t<div class=\"elementor-tabs-wrapper\" role=\"tablist\" >\n\t\t\t\t\t\t\t\t\t<div id=\"elementor-tab-title-5951\" class=\"elementor-tab-title elementor-tab-desktop-title\" aria-selected=\"true\" data-tab=\"1\" role=\"tab\" tabindex=\"0\" aria-controls=\"elementor-tab-content-5951\" aria-expanded=\"false\">PURPOSE<\/div>\n\t\t\t\t\t\t\t\t\t<div id=\"elementor-tab-title-5952\" class=\"elementor-tab-title elementor-tab-desktop-title\" aria-selected=\"false\" data-tab=\"2\" role=\"tab\" tabindex=\"-1\" aria-controls=\"elementor-tab-content-5952\" aria-expanded=\"false\">SCOPE OF APPLICATION<\/div>\n\t\t\t\t\t\t\t\t\t<div id=\"elementor-tab-title-5953\" class=\"elementor-tab-title elementor-tab-desktop-title\" aria-selected=\"false\" data-tab=\"3\" role=\"tab\" tabindex=\"-1\" aria-controls=\"elementor-tab-content-5953\" aria-expanded=\"false\">REFERENCE DOCUMENTS<\/div>\n\t\t\t\t\t\t\t\t\t<div id=\"elementor-tab-title-5954\" class=\"elementor-tab-title elementor-tab-desktop-title\" aria-selected=\"false\" data-tab=\"4\" role=\"tab\" tabindex=\"-1\" aria-controls=\"elementor-tab-content-5954\" aria-expanded=\"false\">DEFINITIONS<\/div>\n\t\t\t\t\t\t\t\t\t<div id=\"elementor-tab-title-5955\" class=\"elementor-tab-title elementor-tab-desktop-title\" aria-selected=\"false\" data-tab=\"5\" role=\"tab\" tabindex=\"-1\" aria-controls=\"elementor-tab-content-5955\" aria-expanded=\"false\">RESPONSIBILITIES<\/div>\n\t\t\t\t\t\t\t\t\t<div id=\"elementor-tab-title-5956\" class=\"elementor-tab-title elementor-tab-desktop-title\" aria-selected=\"false\" data-tab=\"6\" role=\"tab\" tabindex=\"-1\" aria-controls=\"elementor-tab-content-5956\" aria-expanded=\"false\">DESCRIPTION OF ACTIVITIES<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t<div class=\"elementor-tabs-content-wrapper\" role=\"tablist\" aria-orientation=\"vertical\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-tab-title elementor-tab-mobile-title\" aria-selected=\"true\" data-tab=\"1\" role=\"tab\" tabindex=\"0\" aria-controls=\"elementor-tab-content-5951\" aria-expanded=\"false\">PURPOSE<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-5951\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"1\" role=\"tabpanel\" aria-labelledby=\"elementor-tab-title-5951\" tabindex=\"0\" hidden=\"false\"><p><a href=\"https:\/\/www.axeria-iard.ro\/stagingGDPR\/wp-content\/uploads\/2023\/04\/Axeria_Logo_Couleurs.svg\"><img decoding=\"async\" class=\"aligncenter wp-image-263\" src=\"https:\/\/www.axeria-iard.ro\/stagingGDPR\/wp-content\/uploads\/2023\/04\/Axeria_Logo_Couleurs.svg\" alt=\"\" width=\"100\" height=\"44\"><\/a><\/p>\n<p>The purpose of this procedure is to establish the methods for controlling all responses to complaints received within AXERIA IARD SA Lyon \u2013 Bucharest Branch, in accordance with the requirements of ASF Regulation No. 18 \/ 13.07.2017.<\/p>\n<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-tab-title elementor-tab-mobile-title\" aria-selected=\"false\" data-tab=\"2\" role=\"tab\" tabindex=\"-1\" aria-controls=\"elementor-tab-content-5952\" aria-expanded=\"false\">SCOPE OF APPLICATION<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-5952\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"2\" role=\"tabpanel\" aria-labelledby=\"elementor-tab-title-5952\" tabindex=\"0\" hidden=\"hidden\"><p><a href=\"https:\/\/www.axeria-iard.ro\/stagingGDPR\/wp-content\/uploads\/2023\/04\/Axeria_Logo_Couleurs.svg\"><img decoding=\"async\" class=\"aligncenter wp-image-263\" src=\"https:\/\/www.axeria-iard.ro\/stagingGDPR\/wp-content\/uploads\/2023\/04\/Axeria_Logo_Couleurs.svg\" alt=\"\" width=\"100\" height=\"44\"><\/a><\/p>\n<p>This procedure applies to all employees within all organizational structures of AXERIA IARD SA Lyon \u2013 Bucharest Branch. leo. Phasellus viverra nulla ut metus varius laoreet. Sed aliquam ultrices mauris.   <\/p>\n<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-tab-title elementor-tab-mobile-title\" aria-selected=\"false\" data-tab=\"3\" role=\"tab\" tabindex=\"-1\" aria-controls=\"elementor-tab-content-5953\" aria-expanded=\"false\">REFERENCE DOCUMENTS<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-5953\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"3\" role=\"tabpanel\" aria-labelledby=\"elementor-tab-title-5953\" tabindex=\"0\" hidden=\"hidden\"><p><a href=\"https:\/\/www.axeria-iard.ro\/stagingGDPR\/wp-content\/uploads\/2023\/04\/Axeria_Logo_Couleurs.svg\"><img decoding=\"async\" class=\"aligncenter wp-image-263\" src=\"https:\/\/www.axeria-iard.ro\/stagingGDPR\/wp-content\/uploads\/2023\/04\/Axeria_Logo_Couleurs.svg\" alt=\"\" width=\"100\" height=\"44\"><\/a><\/p>\n<p>\u2192 Law No. 237 \/ 2015 on the authorization and supervision of insurance and reinsurance activities<br \/>\u2192 Law No. 132 \/ 2017 on compulsory motor third-party liability insurance for damage caused to third parties by vehicle and tram accidents<br \/>\u2192 ASF Regulation No. 18 \/ 2017 on the procedure for handling complaints regarding the activity of insurance and reinsurance companies and insurance brokers<\/p>\n<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-tab-title elementor-tab-mobile-title\" aria-selected=\"false\" data-tab=\"4\" role=\"tab\" tabindex=\"-1\" aria-controls=\"elementor-tab-content-5954\" aria-expanded=\"false\">DEFINITIONS<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-5954\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"4\" role=\"tabpanel\" aria-labelledby=\"elementor-tab-title-5954\" tabindex=\"0\" hidden=\"hidden\"><p><a href=\"https:\/\/www.axeria-iard.ro\/stagingGDPR\/wp-content\/uploads\/2023\/04\/Axeria_Logo_Couleurs.svg\"><img decoding=\"async\" class=\"aligncenter wp-image-263\" src=\"https:\/\/www.axeria-iard.ro\/stagingGDPR\/wp-content\/uploads\/2023\/04\/Axeria_Logo_Couleurs.svg\" alt=\"\" width=\"100\" height=\"44\"><\/a><\/p>\n<p><strong>Complainant<\/strong> \u2013 the natural or legal person who has the status of insured, policyholder, beneficiary, injured party, or their representatives, as defined by the applicable legislation;<br \/><strong>Complaint<\/strong> \u2013 the request, grievance, or notification submitted in writing or by email through which a complainant expresses dissatisfaction regarding the company\u2019s activity.<br \/><strong>Single Complaints Register<\/strong> \u2013 the electronic register of complaints in which the information presented in received complaints is entered, as well as all information requested by ASF through the quarterly reporting template.<br \/><strong>IT application<\/strong> \u2013 the dedicated IT application in which customer complaints are recorded and with the help of which reports can be generated for certain categories of issues.<br \/><strong>Process owner<\/strong> \u2013 the employee of AXERIA IARD SA Lyon \u2013 Bucharest Branch who is responsible for carrying out a specific process, in accordance with the specific and individual responsibilities mentioned in the job description. Responsibility for resolving any complaints related to the processes carried out lies with the insurance inspector (in the case of a complaint regarding the underwriting process), the claims settlement specialist (in the case of a complaint regarding the claims handling process), etc. <br \/><strong>Complaints Analysis and Resolution Team (EASP)<\/strong> \u2013 the team designated by AXERIA IARD SA Lyon \u2013 Bucharest Branch to decide on the best response solution addressed to complainants or to the institutions through which complaints are submitted, comprising specialized persons with experience in the insurance field, for the insurance classes for which the company is authorized.<\/p>\n<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-tab-title elementor-tab-mobile-title\" aria-selected=\"false\" data-tab=\"5\" role=\"tab\" tabindex=\"-1\" aria-controls=\"elementor-tab-content-5955\" aria-expanded=\"false\">RESPONSIBILITIES<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-5955\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"5\" role=\"tabpanel\" aria-labelledby=\"elementor-tab-title-5955\" tabindex=\"0\" hidden=\"hidden\"><p><a href=\"https:\/\/www.axeria-iard.ro\/stagingGDPR\/wp-content\/uploads\/2023\/04\/Axeria_Logo_Couleurs.svg\"><img decoding=\"async\" class=\"aligncenter wp-image-263\" src=\"https:\/\/www.axeria-iard.ro\/stagingGDPR\/wp-content\/uploads\/2023\/04\/Axeria_Logo_Couleurs.svg\" alt=\"\" width=\"100\" height=\"44\"><\/a><\/p>\n<p><strong>The Complaints Analysis and Resolution Team has the following responsibilities:<\/strong><\/p>\n<p>\u2192 Receives and registers the complaint in the single complaints register;<br \/>\u2192 Requests information regarding the reported situation from the responsible persons (insurance inspector \/ claims settlement specialist);<br \/>\u2192 Collects information from the electronic applications specific to the reported process, relating to the case indicated in the complaint;<br \/>\u2192 Analyzes the aspects mentioned in the complaint, corroborated with the information obtained regarding the reported process, and formulates, within the established deadlines, a response substantiated technically and legally. The response will specify whether, following the event, compensation can be established amicably or whether alternative dispute resolution methods are required, as provided by the applicable legal provisions; <br \/>\u2192 Reassesses the complaint following an instruction to do so from ASF or following the complainant\u2019s return with new elements that may be taken into account in the case analysis;<br \/>\u2192 Submits the drafted response to the relevant persons for signing the official response letter;<br \/>\u2192 Decides whether the complaint is well-founded and who is the process owner whose action led to the complaint;<br \/>\u2192 Sends the reviewed and approved response to the recipient;<br \/>\u2192 Records the closure of complaints in the IT application;<br \/>\u2192 Answers telephone calls received via the permanent public phone number and provides the requester with information regarding the status of complaint resolution;<br \/>\u2192 Prepares and periodically submits to ASF the reporting according to the annex to Regulation 18 \/ 2017, within the established deadlines.<br \/>\u2192 Prepares and submits reports on the status of registered complaints, depending on requests, to the company director.<\/p>\n<p><strong>Coordinator of the Complaints Analysis and Resolution Team:<\/strong><\/p>\n<p>\u2192 Reviews and signs the response drafted by the Complaints Analysis and Resolution Team before it is sent for approval to the General Director;<br \/>\u2192 Obtains the General Director\u2019s approval, where necessary;<br \/>\u2192 Is responsible for the activity carried out by the Complaints Analysis and Resolution Team and for the legality of the solution adopted in each analyzed case;<br \/>\u2192 Reviews and endorses all responses and reports prepared by the Complaints Analysis and Resolution Team;<br \/>\u2192 Organizes and verifies the activity of the staff within the Complaints Analysis and Resolution Team to ensure compliance with response deadlines for registered complaints;<br \/>\u2192 Takes over complaints received from ASF \/ the dedicated email address \/ directly from complainants;<br \/>\u2192 Carries out an initial investigation of the received complaint and, depending on the insurance class under which the complainant\u2019s reference policy falls, assigns the complaint to the specialist staff member within the Complaints Analysis and Resolution Team, who will handle entering the complaint and gathering information regarding the issues raised in the complaint. Based on the received data, the staff member prepares the draft response and submits it to the Coordinator of the Complaints Analysis and Resolution Team for verification;<br \/>\u2192 Tracks and monitors the response time for resolving each complaint.<br \/>\u2192 Ensures ongoing training of the staff in the department regarding insurance terms and conditions, working standards, and procedures. <\/p>\n<p><strong>General Director<\/strong><\/p>\n<p>Appoints a person to take over responsibilities regarding the registration, analysis, and response to received complaints, mentioning these duties in the job description of the person appointed as responsible for complaint handling.<\/p>\n<p><strong>Process owner<\/strong><\/p>\n<p>In addition to their duties, each process owner will analyze, investigate, and formulate in writing the response for each received complaint, and within 24 h will submit it to the Coordinator of the Complaints Analysis and Resolution Team.<\/p>\n<p><strong>Call Center Operator<\/strong><\/p>\n<p>\u2192 Receives and transcribes the information provided by the complainant by phone;<br \/>\u2192 Sends by email to the Coordinator of the Complaints Analysis and Resolution Team the information taken by phone;<br \/>\u2192 Communicates by phone to the requester the response received from the endorsed person within the Complaints Analysis and Resolution Team.<\/p>\n<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-tab-title elementor-tab-mobile-title\" aria-selected=\"false\" data-tab=\"6\" role=\"tab\" tabindex=\"-1\" aria-controls=\"elementor-tab-content-5956\" aria-expanded=\"false\">DESCRIPTION OF ACTIVITIES<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-5956\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"6\" role=\"tabpanel\" aria-labelledby=\"elementor-tab-title-5956\" tabindex=\"0\" hidden=\"hidden\"><p><a href=\"https:\/\/www.axeria-iard.ro\/stagingGDPR\/wp-content\/uploads\/2023\/04\/Axeria_Logo_Couleurs.svg\"><img decoding=\"async\" class=\"aligncenter wp-image-263\" src=\"https:\/\/www.axeria-iard.ro\/stagingGDPR\/wp-content\/uploads\/2023\/04\/Axeria_Logo_Couleurs.svg\" alt=\"\" width=\"100\" height=\"44\"><\/a><\/p>\n<p><strong>The customer, authorities, or any other party directly or indirectly affected by the decisions of the company\u2019s employees may file a complaint\/contest the following:<\/strong><\/p>\n<p>\u2192 The activity of the company\u2019s staff;<br \/>\u2192 Deadlines, delays;<br \/>\u2192 A decision\/solution.<br \/>Complaints registered within AXERIA IARD SA Lyon \u2013 Bucharest Branch, depending on their content, may have major financial implications that may lead to a dispute. The time for resolving a complaint must be as short as possible, at most within the legal limits provided. <\/p>\n<p><strong>1. Receiving complaints<\/strong><\/p>\n<p>The channels through which complaints may be received are:<\/p>\n<p>Verbally<br \/>\u2192 By phone<br \/>\u2192 In person at the premises of AXERIA IARD SA Lyon \u2013 Bucharest Branch.<\/p>\n<p>In writing<br \/>\u2192 Online;<br \/>\u2192 Fax;<br \/>\u2192 Post.<\/p>\n<p>Complaints to be registered may be classified as follows:<\/p>\n<p>\u2192 Requests for information from ASF or other organizations;<br \/>\u2192 Complaints submitted either by a natural person or by a legal person.<\/p>\n<p><strong>2. Registration of complaints<\/strong><\/p>\n<p>\u2192 Complaints via phone calls<br \/>In the case of complaints communicated by phone, they will be taken over and registered by the Call Center operator, who will forward the transcribed complaint to the Complaints Analysis and Resolution Team.<\/p>\n<p>\u2192 Complaints submitted in person at the premises of AXERIA IARD SA Lyon \u2013 Bucharest Branch<br \/>In the case of the complainant appearing at the premises of AXERIA IARD SA Lyon \u2013 Bucharest Branch, they will be directed directly to the Coordinator of the Complaints Analysis and Resolution Team, who will request that the complaint be submitted in writing in order to register it. If the complainant already has the complaint drafted on paper, a copy will be made. Both on the original and on the copy, the unique number from the Single Complaints Register will be noted, after which the copy is handed to the complainant. Subsequently, the Coordinator of the Complaints Analysis and Resolution Team registers the complaint in the IT application.   <\/p>\n<p>\u2192 Complaints by post or fax<br \/>If complaints are received by post or fax by persons with such responsibilities, once registered in the Single Complaints Register, they will be forwarded to the Coordinator of the Complaints Analysis and Resolution Team, who will enter them into the IT application.<\/p>\n<p>\u2192 Online complaints<br \/>If complaints are received at the email address <a class=\"mail\" href=\"mailto:petitii@axeria-iard.ro\">petitii@axeria-iard.ro<\/a>, they are registered in the IT application by the staff member of the Complaints Analysis and Resolution Team.<\/p>\n<p>In all of the above cases, the staff member of the Complaints Analysis and Resolution Team will carefully complete the specific fields in the IT application with the data required by it, namely:<br \/>\u2192 identification data of the person submitting the complaint (last name, first name, capacity, phone number, address);<br \/>\u2192 method of receipt\/registration (phone call, email, fax, post, in person at the premises);<br \/>\u2192 complaint references (type of insurance, contract series and number, claim file number, etc.);<br \/>\u2192 subject of the complaint.<\/p>\n<p>After registration, the complaint is automatically forwarded to the Coordinator of the Complaints Analysis and Resolution Team.<\/p>\n<p><strong>3. Handling complaints<\/strong><\/p>\n<p>\u2192 The Coordinator of the Complaints Analysis and Resolution Team will carry out an initial investigation, following which, depending on the insurance class under which the complainant\u2019s reference policy falls, it will be assigned to the staff member within the Complaints Analysis and Resolution Team who will gather information regarding the reported situation and who will forward the complaint and the request for information to the Process Owner.<\/p>\n<p>\u2192 Within 24 h of receiving the complaint from the staff member within the Complaints Analysis and Resolution Team, the Process Owner will formulate in writing a thoroughly substantiated response regarding all aspects mentioned in the complaint, specifying whether, following the event, compensation can be established amicably or whether alternative dispute resolution methods are required, as provided by the applicable legal provisions. The substantiation note will be sent by email to the Coordinator of the Complaints Analysis and Resolution Team, accompanied by any written evidence. <\/p>\n<p>\u2192 The IT application will generate an alert message (\u201creminder\u201d) to the Coordinator of the Complaints Analysis and Resolution Team and the complaint handler (who must formulate a response), starting three days before the due date for drafting the response.<\/p>\n<p>\u2192 The staff member within the Complaints Analysis and Resolution Team will send a daily email reminder to the persons responsible for drafting a response to a complaint who have not done so within the indicated timeframe. Upon request, it will also be sent to the General Director in order to inform them about compliance with internal regulations. <\/p>\n<p>\u2192 Each employee is obliged to respond within a maximum of 24 hours to any request from the staff members within the Complaints Analysis and Resolution Team regarding aspects related to complaint handling and drafting responses to complainants.<\/p>\n<p>\u2192 The substantiation note drafted by the Process Owner, entered in the IT application or sent to the staff member within the Complaints Analysis and Resolution Team, will form the basis for drafting the response to the complaint. The response will be drafted by the staff member within the Complaints Analysis and Resolution Team competent for the analyzed case and submitted to the Coordinator of the Complaints Analysis and Resolution Team for verification. <\/p>\n<p>\u2192 The response will be sent by the staff member of the Complaints Analysis and Resolution Team to the complainant according to the requested method, via the channels presented above, or for review and signature by the Coordinator of the Complaints Analysis and Resolution Team, then to the authorized relevant person empowered to sign response letters, if these are to be sent to ASF or other organizations entitled to request such information.<\/p>\n<p>\u2192 After sending the response to the recipient, the staff member of the Complaints Analysis and Resolution Team will close the complaint in the IT application, moving it to the status \u201cResolved\u201d and indicating whether it was well-founded or not, based on the drafted response.<\/p>\n<p>\u2192 Any instruction received from ASF to reassess the solution communicated to ASF and\/or the complainant will be treated as a new complaint, which will, if applicable, go through all stages of the complaint analysis and resolution process.<\/p>\n<p>\u2192 In the same manner described above, follow-ups from complainants by which they bring new elements related to the case, which may be taken into account in a new analysis of the complaint, will also be treated.<\/p>\n<p>\u2192 When handling complaints, employees will primarily consider resolving them amicably.<\/p>\n<p><strong>4. Analysis of complaints<\/strong><\/p>\n<p>The Coordinator of the Complaints Analysis and Resolution Team monitors the data in the IT application regarding complaints, their handling method, and resolution time. Based on the data extracted from the IT application, the Coordinator of the Complaints Analysis and Resolution Team analyzes monthly reports on the status of registered complaints and how they were resolved, which will be used as input data for the management review:<br \/>\u2192 Total number of complaints;<br \/>\u2192 Total number of well-founded complaints;<br \/>\u2192 Number of complaints justified in claim files;<br \/>\u2192 Total number of complaints for which claim files have been paid;<br \/>\u2192 Total number of complaints finalized unfavorably. <\/p>\n<p>The Coordinator of the Complaints Analysis and Resolution Team proposes corrections regarding the nonconformities that generated the complaints. After management approval of the proposed preventive and\/or corrective measures, the Coordinator of the Complaints Analysis and Resolution Team communicates the decisions to employees and verifies the implementation of the established corrective\/preventive actions. <\/p>\n<p>Note: Any complaint\/grievance may also be addressed directly to ASF. More information is available at the following link <a class=\"mail\" href=\"https:\/\/asfromania.ro\/consumatori\/petitii\" target=\"blank\">https:\/\/asfromania.ro\/consumatori\/petitii<\/a>. <\/p>\n<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-b91be8e elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"b91be8e\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-e2d28a5\" data-id=\"e2d28a5\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-ffbc37e elementor-widget elementor-widget-text-editor\" data-id=\"ffbc37e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>TO SUBMIT A COMPLAINT <a href=\"https:\/\/www.axeria-iard.ro\/stagingGDPR\/petitii_online\/petitii_transmise.html\">click here<\/a><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-1e5eae18 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"1e5eae18\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-70335257\" data-id=\"70335257\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-32aa32d4 elementor-widget elementor-widget-image\" data-id=\"32aa32d4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"454\" src=\"https:\/\/www.axeria-iard.ro\/stagingGDPR\/wp-content\/uploads\/2023\/07\/Axeria_Logo_Blanc-1024x454.png\" class=\"attachment-large size-large wp-image-6406\" alt=\"axeria iard - rca calculator-logo\" srcset=\"https:\/\/www.axeria-iard.ro\/stagingGDPR\/wp-content\/uploads\/2023\/07\/Axeria_Logo_Blanc-1024x454.png 1024w, https:\/\/www.axeria-iard.ro\/stagingGDPR\/wp-content\/uploads\/2023\/07\/Axeria_Logo_Blanc-300x133.png 300w, https:\/\/www.axeria-iard.ro\/stagingGDPR\/wp-content\/uploads\/2023\/07\/Axeria_Logo_Blanc-768x340.png 768w, https:\/\/www.axeria-iard.ro\/stagingGDPR\/wp-content\/uploads\/2023\/07\/Axeria_Logo_Blanc-1536x680.png 1536w, https:\/\/www.axeria-iard.ro\/stagingGDPR\/wp-content\/uploads\/2023\/07\/Axeria_Logo_Blanc.png 1996w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-68cb90c4 elementor-mobile-align-start elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"68cb90c4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"far fa-building\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">AXERIA IARD SA Lyon \u2013 Bucharest Branch<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-map-marker-alt\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Str. Gheorghe Titeica 212-214 (Floreasca), Sector 2, Bucharest - Ethos House Building, 2nd Floor<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-book-open\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">J2021011706408 VAT:44552384<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"far fa-list-alt\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Authorized and registered under number 352893200 and supervised by Autorit\u00e9 de contr\u00f4le prudentiel et de r\u00e9solution (ACPR) France https:\/\/acpr.banque-france.fr<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-208d4164\" data-id=\"208d4164\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-3d3f34d1 elementor-widget elementor-widget-text-editor\" data-id=\"3d3f34d1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>DATA PROTECTION<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6acf5d0 elementor-widget elementor-widget-text-editor\" data-id=\"6acf5d0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><a href=\"https:\/\/www.axeria-iard.ro\/stagingGDPR\/en\/settlement-clause\/\"><span style=\"color: #ffffff;\">Direct Settlement Clause<\/span><\/a><\/p><p><a href=\"https:\/\/www.axeria-iard.ro\/stagingGDPR\/en\/complaints\/\"><span style=\"color: #ffffff;\">Petitions<\/span><\/a><\/p><p><a href=\"https:\/\/www.axeria-iard.ro\/stagingGDPR\/en\/cookie-policy\/\"><span style=\"color: #ffffff;\">Cookies Policy<\/span><\/a><\/p><p><a href=\"https:\/\/www.axeria-iard.ro\/stagingGDPR\/en\/terms-and-conditions\/\"><span style=\"color: #ffffff;\">Terms and Conditions<\/span><\/a><\/p><p><a href=\"https:\/\/www.axeria-iard.ro\/stagingGDPR\/en\/gdpr-privacy-policy\/\"><span style=\"color: #ffffff;\">Privacy Policy &#8211; GDPR<\/span><\/a><\/p><p> <\/p><p style=\"text-align: center;\"> <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-14783320\" data-id=\"14783320\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-6d839eac elementor-widget elementor-widget-text-editor\" data-id=\"6d839eac\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>USEFUL LINKS<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-59f63bed elementor-widget elementor-widget-text-editor\" data-id=\"59f63bed\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"color: #ffffff;\"><a style=\"color: #ffffff;\" href=\"https:\/\/asfromania.ro\/\">Financial Supervisory Authority (ASF)<\/a><\/span><\/p><p><a href=\"https:\/\/www.axeria-iard.ro\/stagingGDPR\/petitii\/\"><span style=\"color: #ffffff;\">AXERIA-IARD LION Petitions &#8211; Bucharest Branch<\/span><\/a><\/p><p><span style=\"color: #ffffff;\"><a style=\"color: #ffffff;\" href=\"https:\/\/anpc.ro\/\">Consumer Protection (ANPC)<\/a><\/span><\/p><p><a href=\"https:\/\/www.axeria-iard.ro\/stagingGDPR\/wp-content\/uploads\/Documente\/Raport%20tarife%20de%20referinta%20ASF.pdf\" data-wplink-url-error=\"true\"><span style=\"color: #ffffff;\">RCA Reference Tariffs Report<\/span><\/a><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-59bd727d elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"59bd727d\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-4ec803a\" data-id=\"4ec803a\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-ef6779a elementor-widget elementor-widget-text-editor\" data-id=\"ef6779a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Axeria-Iard \u00a9 2023 &#8211; All rights reserved &#8211; design by <span style=\"color: #ccffff;\"><a style=\"color: #ccffff;\" href=\"https:\/\/www.mcgmwebdesign.ro\/\">MCGM Web Design<\/a><\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Axeria &#8211; Complaints &#8211; COMPLAINTS RECEIVED In order to ensure transparency in the registration and handling of complaints, as well as requests for alternative dispute resolution by AXERIA IARD SA Lyon \u2013 Bucharest Branch, we present the status of complaints addressed to our company: COMPLAINTS HANDLING PROCEDURE PURPOSE SCOPE OF APPLICATION REFERENCE DOCUMENTS DEFINITIONS RESPONSIBILITIES [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"elementor_header_footer","meta":{"footnotes":""},"class_list":["post-6485","page","type-page","status-publish","hentry"],"blocksy_meta":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.0 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Petitions - Axeria-iard<\/title>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Petitions - Axeria-iard\" \/>\n<meta property=\"og:description\" content=\"Axeria &#8211; Complaints &#8211; COMPLAINTS RECEIVED In order to ensure transparency in the registration and handling of complaints, as well as requests for alternative dispute resolution by AXERIA IARD SA Lyon \u2013 Bucharest Branch, we present the status of complaints addressed to our company: COMPLAINTS HANDLING PROCEDURE PURPOSE SCOPE OF APPLICATION REFERENCE DOCUMENTS DEFINITIONS RESPONSIBILITIES [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.axeria-iard.ro\/stagingGDPR\/en\/complaints\/\" \/>\n<meta property=\"og:site_name\" content=\"Axeria-iard\" \/>\n<meta property=\"article:modified_time\" content=\"2026-04-06T20:38:45+00:00\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"12 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.axeria-iard.ro\/stagingGDPR\/en\/complaints\/\",\"url\":\"https:\/\/www.axeria-iard.ro\/stagingGDPR\/en\/complaints\/\",\"name\":\"Petitions - Axeria-iard\",\"isPartOf\":{\"@id\":\"https:\/\/www.axeria-iard.ro\/stagingGDPR\/en\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.axeria-iard.ro\/stagingGDPR\/en\/complaints\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.axeria-iard.ro\/stagingGDPR\/en\/complaints\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.axeria-iard.ro\/stagingGDPR\/wp-content\/uploads\/2023\/04\/Axeria_Logo_Couleurs.svg\",\"datePublished\":\"2023-04-20T09:29:04+00:00\",\"dateModified\":\"2026-04-06T20:38:45+00:00\",\"breadcrumb\":{\"@id\":\"https:\/\/www.axeria-iard.ro\/stagingGDPR\/en\/complaints\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.axeria-iard.ro\/stagingGDPR\/en\/complaints\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.axeria-iard.ro\/stagingGDPR\/en\/complaints\/#primaryimage\",\"url\":\"https:\/\/www.axeria-iard.ro\/stagingGDPR\/wp-content\/uploads\/2023\/04\/Axeria_Logo_Couleurs.svg\",\"contentUrl\":\"https:\/\/www.axeria-iard.ro\/stagingGDPR\/wp-content\/uploads\/2023\/04\/Axeria_Logo_Couleurs.svg\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.axeria-iard.ro\/stagingGDPR\/en\/complaints\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.axeria-iard.ro\/stagingGDPR\/en\/home\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Petitions\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.axeria-iard.ro\/stagingGDPR\/en\/#website\",\"url\":\"https:\/\/www.axeria-iard.ro\/stagingGDPR\/en\/\",\"name\":\"Axeria-iard\",\"description\":\"\",\"publisher\":{\"@id\":\"https:\/\/www.axeria-iard.ro\/stagingGDPR\/en\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.axeria-iard.ro\/stagingGDPR\/en\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.axeria-iard.ro\/stagingGDPR\/en\/#organization\",\"name\":\"Axeria Iard\",\"url\":\"https:\/\/www.axeria-iard.ro\/stagingGDPR\/en\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.axeria-iard.ro\/stagingGDPR\/en\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/www.axeria-iard.ro\/stagingGDPR\/wp-content\/uploads\/2023\/04\/Axeria_Logo_Couleurs.svg\",\"contentUrl\":\"https:\/\/www.axeria-iard.ro\/stagingGDPR\/wp-content\/uploads\/2023\/04\/Axeria_Logo_Couleurs.svg\",\"width\":499,\"height\":221,\"caption\":\"Axeria Iard\"},\"image\":{\"@id\":\"https:\/\/www.axeria-iard.ro\/stagingGDPR\/en\/#\/schema\/logo\/image\/\"}}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Petitions - Axeria-iard","robots":{"index":"noindex","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"og_locale":"en_US","og_type":"article","og_title":"Petitions - Axeria-iard","og_description":"Axeria &#8211; 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