Vectar Energy (“Vectar”, “we”, “our”) is committed to maintaining the safety, security, integrity, and compliance of our services, including the ecoWise platform.
We encourage all users, staff, partners, and third parties to promptly report any issues, breaches, or concerns they experience or observe in connection with our platforms, systems, data, or services.
1. What You Can Report
You can use this channel to report:
- Technical issues: bugs, platform errors, service outages, performance problems
- Data protection concerns: suspected data breaches, data loss, unauthorized access, accidental disclosure
- Security incidents: phishing attempts, suspicious activity, vulnerabilities, malware
- Compliance or ethics concerns: suspected legal violations, fraud, corruption, harassment, misconduct
- Safety issues: risks to user safety, infrastructure, or the public
If you are unsure whether something qualifies, please report it anyway. All reports are welcomed and reviewed.
2. How to Report
Please submit your report using one of the following channels:
- Email: support@vectar.io
- Subject line: "Report a Problem - Urgent"
Please include as much detail as possible:
- Your name and contact details (email and phone)
- Description of the issue (what happened, when, where, and how you discovered it)
- Type of data, systems, or user accounts involved (if applicable)
- Any supporting evidence (screenshots, logs, file samples, error codes, affected user IDs)
- Whether the issue is ongoing or has stopped
You may request to remain anonymous. Anonymous reports will still be reviewed, although our ability to investigate may be limited.
3. What Happens After You Report
We follow a structured process for handling reports:
Step 1 — Acknowledgement
- We will acknowledge your report within 48 hours of receipt.
Step 2 — Investigation
- We will assign a response lead and investigate the issue promptly.
- For security or data breach incidents, our Incident Response Team will be activated.
Step 3 — Resolution & Feedback
- We will provide a formal response and resolution plan within 7 working days, or keep you informed if more time is required.
- Where applicable, we will provide guidance on any actions you should take (e.g. password reset, mitigation steps).
Step 4 — Escalation
- If the issue involves a personal data breach or potential harm, we will notify the Nigeria Data Protection Commission within 72 hours, and any affected individuals if required by law.
- Serious legal or ethical breaches will be escalated to our legal counsel and, if necessary, law enforcement.
4. Confidentiality and Protection
- All reports are treated as confidential.
- Only authorized personnel involved in the investigation will have access to your report.
- We will not tolerate retaliation or discrimination against anyone who reports a problem in good faith (whistleblower protection).
5. Follow-up and Recordkeeping
All reports, findings, and actions taken will be documented and stored securely for audit and compliance purposes.
We may contact you to request additional information or updates if needed.
Once resolved, we will inform you of the outcome (unless doing so would violate confidentiality or legal requirements).
6. Contact
If you have any questions or concerns about our use of cookies, please contact: support@vectar.io