Petitions, complaints, claims and requests (PQRS) policy

Effective date: 28/09/2026 · Last updated: 28/09/2026

At Advisa International, we promote clear, transparent and responsible service to our clients, users and other persons who interact with our services.

This Policy sets forth the channels and guidelines for the receipt, handling and response to Petitions, Complaints, Claims and Requests (PQRS) related to the services offered by Advisa International.

1. Definitions

For the purposes of this Policy:

Petition

A request by which a person seeks information, guidance, clarification or action related to the services of Advisa International.

Complaint

An expression of dissatisfaction related to the service, conduct or actions of persons involved in the provision of the service.

Claim

An expression of dissatisfaction related to the provision of a service, compliance with the contracted conditions, or administrative, operational or financial matters.

Request

A specific requirement submitted by a person regarding a matter related to Advisa International, its services or the information it manages.

When the request concerns the exercise of rights over personal data, it shall be processed in accordance with the Personal Data Processing Policy and the terms established in Law 1581 of 2012 and its implementing regulations.

2. Official service channels

PQRS may be submitted through the following official channels:

Email: gestion@advisainternational.com

WhatsApp: +57 324 402 17 92

When new official channels are enabled, they may be announced and published on the website.

To facilitate the handling of the request, it is recommended to include:

• Full name.
• Identification document, when necessary.
• Email address and/or telephone number.
• Type of request: petition, complaint, claim or request.
• A clear description of the facts or reasons.
• Information related to the contracted service, where applicable.
• Documents or supporting materials deemed relevant.

The absence of any of these details shall not necessarily prevent the receipt of a request when it is reasonably possible to identify the requester and address the request.

3. Receipt and handling

Advisa International shall endeavor to record and handle the PQRS received through its official channels.

When it is necessary to request additional information to understand or resolve the request, the requester may be contacted to obtain the necessary elements.

The response shall be issued in accordance with the nature of the request, the conditions of the contracted service and the applicable legal time limits.

4. Response time limits

Response times shall depend on the legal nature of each request.

4.1. PQRS related to the services

Petitions, complaints and claims related to the provision of the services shall be addressed within a reasonable time and in accordance with the contractual conditions and the applicable legal provisions.

When a special regulation establishes a specific time limit, Advisa International shall observe such time limit.

4.2. Requests for information

When a request is subject to a special legal time limit, the period established by the corresponding legislation shall apply.

The time limits provided for the right of petition before public authorities shall not be understood to apply automatically to all communications addressed to Advisa International merely because they constitute a PQRS.

4.3. Exercise of rights over personal data

Requests related to access, updating, rectification, deletion, revocation of authorization or other rights associated with the processing of personal data shall be processed in accordance with the Personal Data Processing Policy of Advisa International and the applicable regulations.

In particular:

Inquiries regarding personal data: these shall be addressed within ten (10) business days following receipt of the request. When it is not possible to address them within this time limit, the requester shall be informed of the reason for the delay and the date of response, which may not exceed five (5) business days following the expiration of the initial time limit.

Claims related to personal data: these shall be addressed within fifteen (15) business days counted from the day following the date of their receipt. When it is not possible to resolve them within such time limit, the reasons for the delay and the date of response shall be communicated, which may not exceed eight (8) business days following the expiration of the initial time limit.

5. Free of charge

The submission and handling of PQRS shall be free of charge.

However, when a request involves legally permitted costs associated with additional services, special copies, reproductions or other items that may be charged in accordance with applicable law, these shall be disclosed to the requester in advance.

6. Responses and notifications

Responses shall be sent to the contact details provided by the requester, preferably by email or another means that allows a record of the communication to be kept.

When the request is submitted by a representative, Advisa may request the corresponding proof of authority when necessary to protect the rights of the data subject.

7. PQRS related to payments, cancellations and refunds

Requests related to payments, cancellations, refunds or withdrawals shall be handled in accordance with the Payments, Cancellations and Withdrawals Policy and with the specific conditions of the contracted service.

The existence of a PQRS does not automatically suspend contractual obligations, except where legally applicable or where Advisa determines otherwise.

8. PQRS related to personal data

When the purpose of a PQRS is to exercise rights related to personal data, the procedure set forth in the Personal Data Processing Policy of Advisa International shall apply.

Where applicable, the requester may exercise the rights to:

• Access his or her data.
• Update it.
• Rectify it.
• Request its deletion when legally appropriate.
• Request proof of the authorization.
• Revoke the authorization when appropriate.
• File the corresponding complaints with the competent authority.

9. Referral of requests

When a request received by Advisa International concerns a matter whose decision depends exclusively on an authority, entity or third party, Advisa shall inform the requester of such circumstance and, where applicable, provide guidance on the competent channel or entity.

The guidance provided by Advisa does not imply assuming powers that belong exclusively to third parties.

10. Confidentiality and data protection

The information provided in connection with a PQRS shall be processed in accordance with the Personal Data Processing Policy of Advisa International and applicable law.

Advisa shall adopt reasonable measures to protect the information received and to limit access to it to the persons who need to know it in order to handle the request.

11. Continuous improvement

PQRS constitute a source of information for identifying opportunities for improvement in the processes, customer service and provision of services of Advisa International.

When appropriate, Advisa may implement corrective, preventive or improvement actions arising from the analysis of the requests received.

12. Contact channels

To submit a PQRS:

ADVISA INTERNATIONAL

Email: gestion@advisainternational.com

WhatsApp: +57 324 402 17 92

City: Medellín, Antioquia, Colombia