Legal information
Complaints Handling Policy
This policy outlines the intended approach to complaints. Because services are not operational, the final procedure and contact details remain to be established.
Review-ready draft · Last updated August 1, 2026
What is a complaint
A complaint is an expression of dissatisfaction about ALTA’s conduct, information, proposed onboarding or, once operational, a service outcome.
How to raise one
Use the contact channel supplied by an authorized ALTA representative and mark the communication ‘Complaint’. A public complaints address will be posted before service launch.
Handling
ALTA intends to acknowledge, investigate fairly, keep appropriate records and provide a written outcome within a reasonable timeframe.
Escalation
Applicable external escalation rights will be disclosed once ALTA’s regulatory and service perimeter is finalized.
No retaliation
Raising a good-faith complaint will not by itself disadvantage an applicant, although compliance and risk decisions remain independent.
This document is informational and remains subject to legal, regulatory and operational review before service launch.