Dispute Resolution

1. What this covers

This procedure applies to any concern you have about your membership, a contribution, a decision on a request for relief assistance, a payment, or how we have handled your personal data. It is free to use and open to members and non-members alike.

2. Step 1 — Tell us

Write to us at support@kaubanan.com, or open a ticket from the Support page if you are signed in. Please tell us your full name, your membership number if you have one, what happened, when it happened, and what you would like us to do.

We acknowledge every concern within three (3) business days and aim to give you a full answer within fifteen (15) business days. If we need longer — for example, because we must obtain records from a bank — we will tell you why and give you a new date.

3. Step 2 — Ask for a review

If our answer does not resolve the matter, you may ask for it to be reviewed. Reply to us within thirty (30) days and say why you disagree. The review is carried out by an officer who was not involved in the original decision, and we will give you the outcome within fifteen (15) business days.

4. Step 3 — The Board of Trustees

If you remain unsatisfied, you may bring the matter to the Board of Trustees by writing to Purok 1, Malhiao, Badian, Cebu, 6031, Philippines, marked for the attention of the Corporate Secretary. The Board considers such matters at its next regular meeting and its decision is the final internal step.

5. Disputes about a payment

If a payment to KCI is wrong, duplicated, or unauthorised, our Refund Policy sets out what we refund and how quickly. Please raise it with us before filing a dispute with your bank or electronic wallet provider — we can usually correct it faster, and a dispute filed while we are already refunding can cause the amount to be returned twice and then reversed.

You are entitled to take the matter to your bank or wallet provider at any time, and doing so does not affect any of your other rights. We cooperate fully with their investigations.

6. Taking it further

Nothing in this procedure limits your right to go to a regulator or a court at any time.

For a concern about a payment, you may contact the Bangko Sentral ng Pilipinas Financial Consumer Protection Department at (+632) 8708-7087 or consumeraffairs@bsp.gov.ph, or the payment service provider that processed the transaction. For a concern about your personal data, you may contact the National Privacy Commission through privacy.gov.ph.

For a concern about the conduct of the corporation itself, you may contact the Securities and Exchange Commission, quoting our Company Registration No. 2026070257123-11.

7. Governing law and venue

This procedure and any dispute arising from your membership are governed by the laws of the Republic of the Philippines. Where a matter proceeds to court, it shall be brought before the proper courts of Cebu, to the exclusion of all other venues.