M-21 Customer complaints
M-21 Customer complaints refers to regulations 7(2)(g) and (h) and must be read in conjunction with regulations 5 and 6.
All customer complaints will be handled in a professional manner.
Roles and responsibilities
- All employees and contractors
All employees and contractors have the responsibility for dealing with customer complaints.
The (TBA) has the overall responsibility to ensure satisfactory resolution of customer complaints.
The (TBA) has the responsibility of dealing with appropriate complaints if they are escalated (eg, due to the customer raising the issue further by arguing that the complaint has not being satisfactorily dealt with).
1 What is a complaint
1.1 A complaint is when a customer informs the (organisation’s name) either verbally or in written communication, that they are not happy with the:
- standard of service they have received
- failure of the (organisation’s name) to do something has it agreed to do
- way they have been treated.
2 Complaints may be received
- In person
- By phone or facsimile
- Via email
- Via a written submission
- By completing any customer complaint form from the website
3 Complaints policy (Example)
3.1 (Organisation’s name) is committed to providing effective, efficient and fair services. We care about what we do and we are constantly looking for ways to improve. We want to provide the customer with the best service possible. If the customer feels they have received poor service, (organisation’s name) would like to know about it. (Organisation’s name) wants the opportunity to put matters right.
4 Receiving a complaint
4.1 (Organisation’s name’s) aim is to sort out the complaint at the start. If this is not possible, employees and contractors initially dealing with the complaint must gather the following information.
4.1.1 The contact details of the complainant, including, wherever possible:
- telephone numbers (home, work and mobile)
4.1.2 The name of the person or service the complaint is about
4.1.3 Details of the complaint:
- when the complaint was first made
- who was dealing with the issue/service
- why the complaint is being made/details
- why the customer is unhappy
- what they feel the (organisation’s name) has done wrong
- what action the customer would like taken to see the matter put right
- any copies of correspondence relating to the complaint.
Note: The complaint may not initially be in writing.
4.2 The complaint is logged into the (organisation’s name’s) complaints register and assigned to the most appropriate employee or contractor to investigate.
4.3 The employee or contractor to whom the complaint is first directed will investigate and attempt to resolve the complaint within (XX) days.
4.4 If the complaint is not successfully dealt with to the satisfaction of the customer within the assigned time-frame, it must be escalated up the complaints resolution process.
5 Resolution of the complaint
5.1 Once the customer complaint has been dealt with and resolved, the complaints log is completed recording the resolution results of the complaint and detailing the action taken.
5.2 Customer complaints are raised at the quality management meeting where complaint resolutions and trend analysis are discussed.
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