Requests
Requests, complaints, claims and suggestions
One channel for any formal request: about a service, about the attention you received, or about your personal data. A person handles it, and there is always an answer.
One channel for any formal request: about a service, about the attention you received, or about your personal data. A person handles it, and there is always an answer.
You can write through the form on this page or directly to legal@scitisgroup.com. Both routes reach the same place and are logged with a date.
We confirm receipt with a reference number on the same business day, and the periods in the table start from there. If the request is incomplete we say so immediately, naming exactly what is missing, so the clock is not spent on back-and-forth.
| Type | Response time | Extension |
|---|---|---|
| Consultation about personal data | 10 business days | 5 more business days, with notice before the first period ends |
| Claim about personal data | 15 business days | 8 more business days, with the reason stated |
| General request, complaint or suggestion | 15 business days | We tell you if we need longer |
In Colombia this channel is known as PQRS — peticiones, quejas, reclamos y sugerencias. Scitis is not legally required to run one, and runs one anyway.
The constitutional derecho de petición binds public bodies, and private ones only in specific cases. Colombia's Consumer Statute does require suppliers to handle claims, but it protects the end consumer — defined as someone acquiring a good or service for a need not intrinsically linked to their own economic activity. Our clients buy analytics, SAP and cloud work precisely for their economic activity, which makes the relationship commercial rather than consumer.
What is mandatory is the channel for consultations and claims about personal data, required by Law 1581 of 2012 whenever Colombian law applies. This page covers it, and the periods in the table are the ones that law sets. For requests governed by United States law, see section 10 of the privacy policy.
This explanation is informational and is not legal advice.