External Customer Complaint Resolution Policy

 

  1. Purpose

This policy aims to ensure that customer complaints are handled in a prompt, fair, and consistent manner, enhancing customer satisfaction and maintaining trust in the organization.

  1. Scope

This policy applies to all external customers who wish to file a complaint.

  1. Definitions
    • Complaint: Any expression of dissatisfaction about the organization’s services or staff.
    • Customer: An individual or entity that has used or received the organization’s services.
  1. Policy Statement

The organization is committed to:

    • Resolving customer complaints in a timely, fair, and respectful manner.
    • Using customer feedback to improve services and processes.
  1. Complaint Handling Procedure

Customers can submit complaints via:

5.1. Acknowledgment

    • All complaints will be acknowledged within 24 business hours of receipt.
    • An initial response will be provided within 7 business days, outlining the next steps.

5.2. Investigation

    • Complaints will be investigated by the relevant department.
    • The investigation will include gathering facts, reviewing policies, and interviewing relevant staff if necessary.

5.3. Resolution

    • A proposed resolution will be communicated to the customer within 14 business days.
    • If a resolution cannot be provided within this timeframe, the customer will be updated on the progress and an expected resolution date.

5.4. Closure

    • Once the customer accepts the resolution, the complaint will be closed.
    • If the customer does not accept the resolution, further steps, including escalation to senior management, will be taken.
  1. Record Keeping
    • All complaints and their resolutions will be documented and stored securely for future reference.
    • Complaint records will be reviewed periodically to identify trends and areas for improvement.
  1. Continuous Improvement
    • The organization will analyze complaint data regularly to improve processes, products, and services.
    • Customer feedback will be used to train staff and refine the complaint handling process.
  1. Confidentiality
    • All customer complaints will be handled confidentially and in compliance with relevant data protection laws.