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Logo & Name of the Licensee COMPLAINT HANDLING PROCEDURE OF DISTRIBUTION LICENSEE (APPROVED BY ERC) 1. This “Complaint Handling Procedure relating to Distribution Activity (Complaint Handling Procedure,

How to fill out complaint handling procedure

How to fill out a complaint handling procedure:

1. Start by clearly defining the purpose and scope of the complaint handling procedure. This should include identifying the types of complaints that will be addressed and the steps that will be taken to resolve them.
2. Establish a dedicated complaint handling team or designate individuals responsible for receiving, documenting, and investigating complaints. Ensure that these individuals have the necessary training and knowledge to effectively handle complaints.
3. Develop a complaint intake process that is easily accessible to customers. This can be done through various channels such as phone, email, or online forms. Provide clear instructions on how to submit a complaint and the information that should be included.
4. Create a systematic process for documenting and tracking complaints. This can be done through a complaint management system or a designated spreadsheet. Ensure that all relevant information is recorded, such as the complainant's contact details, the nature of the complaint, and any supporting documentation.
5. Define the steps that will be taken to investigate and resolve complaints. This may include conducting interviews, reviewing relevant documents, or seeking additional information from the complainant. Clearly outline the timelines for each step and ensure that all complaints are dealt with promptly and fairly.
6. Establish a mechanism for escalating complaints that cannot be resolved at the initial stage. This may involve involving senior management or seeking external advice or mediation.
7. Regularly review and update the complaint handling procedure to ensure its effectiveness. Solicit feedback from customers and staff to identify areas for improvement and implement necessary changes.

Who needs a complaint handling procedure:

1. Businesses and organizations of any size that interact with customers or clients should have a complaint handling procedure. This includes retail stores, service providers, government agencies, healthcare facilities, and educational institutions.
2. Complaint handling procedures are especially important for industries that frequently deal with customer dissatisfaction or regulatory compliance, such as telecommunications, banking, insurance, and healthcare.
3. Individuals or teams responsible for customer service, quality assurance, or compliance should be knowledgeable about and trained in the complaint handling procedure to effectively address and resolve complaints.

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What is complaint handling procedure?

Complaint handling procedure is a set of guidelines and steps followed by an organization to address and resolve customer complaints effectively.

Who is required to file complaint handling procedure?

All organizations that provide products or services to customers are required to have a complaint handling procedure in place.

How to fill out complaint handling procedure?

To fill out a complaint handling procedure, organizations should outline the steps for receiving, investigating, and responding to customer complaints. It should also include details on who to contact and how to escalate issues if needed.

What is the purpose of complaint handling procedure?

The purpose of complaint handling procedure is to ensure that customer complaints are addressed promptly, fairly, and consistently in order to maintain customer satisfaction and trust.

What information must be reported on complaint handling procedure?

A complaint handling procedure should include details on how complaints will be documented, how investigations will be conducted, and how outcomes will be communicated to the customer.