The Czech Crypto Association (hereinafter referred to as the "Association") hereby issues this
STATUTE OF THE ASSOCIATION'S OMBUDSMAN
§1
The Ombudsman provides assistance to registered supporters of the Association in resolving issues arising in connection with the services provided by Association members. The Ombudsman investigates officially submitted complaints and reports concerning the quality of provided services and unethical behavior of employees of Association members.
§2
The Ombudsman is appointed by the Chairman of the Association and is obliged to maintain confidentiality. The Ombudsman's authority is limited to matters related to the Association's activities.
§3
The Ombudsman performs the following duties:
- assists registered supporters in handling their issues and complaints,
- helps obtain and verify information,
- facilitates communication between the relevant Association member and the registered supporter as a client,
- establishes the true state of affairs and seeks to remedy the situation.
§4
The Ombudsman can be contacted via email. A complaint or report for official investigation is accepted only in written form.
A complaint must include the following identification details of the complainant: name and surname, correspondence address, or e-mail and birth registration number of the complainant.
The complaint must describe specific facts and the chronological order of the reported events.
The complainant must provide proof that they are authorized to submit the complaint and act in the matter, i.e., that they are a registered supporter of the Association.
§5
For the investigation of a complaint (if absolutely necessary and if the seriousness or scope of the complaint requires it), the complainant must provide consent for access to client documentation, including the ability to make copies or extracts of records related to the client.
If such consent is not attached to the complaint, the Ombudsman will request it. If the complainant fails to provide the consent, the Ombudsman may terminate the investigation and inform the complainant accordingly. The Ombudsman may also request additional information within a specified period. If the required information is not provided, it may hinder the proper investigation of the complaint.
§6
A response to the complaint will be provided within 30 days at the latest, in written form, sent to the complainant's email address.