Last Updated: January 1, 2022
This document provides guidelines for resolution and the treatment of complaints made by our customers. Each employee is responsible for reviewing the elements of the policy below.
At , we believe that if a customer wishes to file a complaint or express dissatisfaction, it should be easy for them to do so. It is 's policy to receive complaints and consider them as an opportunity to learn, adapt, improve and provide better service.
In addition, a quick resolution of complaints, in a way that respects and values the person's feedback, can be one of the most important factors in recovering the person's confidence about a product and service offered by the company. It can also help prevent further escalation of the complaint. A responsive, efficient, effective and fair complaint management system can assist an organization to achieve this.
The purpose of this policy is to ensure that complaints are handled properly and that all customer complaints or comments are taken seriously. This organization expects staff at all Levels to be committed to fair, effective and efficient complaint handling.
This policy is intended to ensure that handle complaints fairly, efficiently and effectively. The company's objective is to ensure that its complaints procedure is properly and effectively implemented, and that complainants feel confident that their complaints and worries are listened to and acted upon promptly and equitably.
Our complaint management system aims to:
This policy provides guidance to our staff and to individuals who wish to file a complaint about the key principles and concepts of our complaint management system.
This policy applies to all staff receiving or managing complaints from customer made to or about us, regarding our products, services, staff and complaint handling.
A complaint is any expression of dissatisfaction about the product and services offered by or his staff or the action or lack of action taken regarding operations, facilities or services provided by or by a person or body acting on behalf of .
A formal complaint means a complaint that has not been successfully resolved through the Complaint Management Process as outlined in this policy. The complainant has chosen to formalize the complaint by sending it to email@example.com.
An informal complaint means a complaint that has been received by , by telephone, email, regular mail or in person, which has not been submitted to a firstname.lastname@example.org.
All non-anonymous complaints filed necessitate a response.
The manager who receives a complaint will evaluate the information to determine whether it fails within the scope of this policy. If so, the manager will collect and review all available information and attempt to resolve the issue informally through discussions with the complainant. The manager may choose to use human resources or other resources as required, if they require assistance or advice. Managers are required to involve their departmental human resources representative before taking any disciplinary action against employees. Managers must ensure that all staff involved in resolving the complaint are aware of their responsibility to maintain the confidentiality of the matter and to respect the privacy rights of all parties involved.
Details of informal complaints should be noted as soon as possible and may include information such as when, where and how the alleged issue giving rise to the complaint occurred, who was involved and the names of potential witnesses. These notes may be required if a formal complaint is filed. Complaints that are resolved amicably to the complainant's satisfaction will not be followed up. However, all records relating to the resolution of informal complaints must be kept within each department in accordance with current policies and by-laws. Any disciplinary action resulting from an informal complaint will be maintained in accordance with established human resources procedures and policies.
It the problem cannot be resolved amicably or if the complainant requests a formal investigation into the alleged misconduct, he or she must submit a formal complaint form.
I have read, understand, and agree with the foregoing policies, rules, and conditions. I understand that this policy can be amended at any time.