Complaints and Dispute Resolution Policy

What this policy covers

A complaint is any expression of dissatisfaction with NollywoodCV: our service, a payment, a decision we made (such as removing content or suspending an account), or how we handled your personal data. A report is a notice about something another user posted or did.

How to complain or report

• Email: info@nollywoodcv.com (best for complaints, so there is a written record).
• Phone or WhatsApp: +234 805 053 3253.
• Report buttons on jobs and auditions, Film Market listings, ads, film and company pages, Film Hub events and Fund My Film campaigns, for problems with something on that page.
• Copyright: a notice as described in the Copyright and Intellectual Property Policy.

What to include

• your name and the email address on your NollywoodCV account (if you have one);
• the page address (link) or the name of the listing, profile, ad or campaign;
• what happened, when, and what you would like us to do;
• for payments: the date, amount and payment reference; and
• any screenshots or documents that help.

How we handle it

1. We acknowledge your complaint.
2. We look into it, which may include checking our records, asking you or the other user for more information, and checking with Paystack or another provider.
3. Where needed to protect people, we may pause a listing, ad, event, campaign or account while we look into it.
4. We tell you the outcome and what we did. Where it concerns another user, we may not be able to share every detail, to protect their privacy.

Reports made with the report buttons are seen by NollywoodCV at once. Some areas pause an item automatically when enough members report it. When a film or company report is resolved, the reporter is told by notification.

How long it takes

• We aim to acknowledge emails within 2 working days.
• We aim to resolve most complaints within 14 working days. Complex matters, or matters that depend on a payment provider, may take longer, and we will tell you if so.
• Requests about your personal data are answered within the time allowed by the Nigeria Data Protection Act 2023 and the GAID.
• Urgent safety concerns are dealt with as a priority. If someone is in immediate danger, contact the police first.

Asking for a review

If you disagree with our decision, for example the removal of your content or the suspension of your account, reply within 14 days explaining why and adding any new information. We will look at the decision again and tell you the result. This review is the final step of our internal process.

Disputes between users

Agreements between users (a role, a job, a rental, a sale, a service, an investment or an event ticket) are made directly between them. NollywoodCV is not a party to them and cannot decide who is right, order a payment or make anyone deliver. We can:

• remove a listing or content that breaks our rules;
• take action on an account that has acted dishonestly or broken our rules; and
• keep relevant records and provide them where the law requires, for example to the police.

For the dispute itself, we encourage the parties to settle it in writing, use mediation, or seek legal advice.

Payment complaints

Payment problems (a service that did not start, a failed payment, a duplicate charge) are handled under the Subscription, Billing and Refund Policy. Questions about a donation to a Fund My Film campaign are handled under the Crowdfunding and Donations Policy (Fund My Film).

Formal disputes with NollywoodCV

If our complaint process does not resolve a dispute between you and Nollywood CV Limited within 30 days, the dispute-resolution steps in section 19 of the Terms and Conditions apply: mediation and then arbitration in Nigeria under the Arbitration and Mediation Act 2023. Nothing prevents either party from seeking urgent relief from a court.

Outside bodies you can contact

• Personal data: the Nigeria Data Protection Commission (ndpc.gov.ng).
• Consumer complaints: the Federal Competition and Consumer Protection Commission (fccpc.gov.ng).
• Copyright: the Nigerian Copyright Commission (copyright.gov.ng).
• Fraud and crime: the Nigeria Police Force or another law enforcement agency.
• Card or bank payments: your bank, which can also raise a dispute with the payment processor.

Fair treatment

Making a complaint will never count against you. We treat complaints confidentially, use the information only to deal with them, and do not tell a reported user who reported them. We may decline complaints that are abusive or plainly repeated without new information, and we will tell you if we do.