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APPENDIX 14 Broker Procedure Manual 2011 74 Process and initial timeframes communicated:

How to fill out complaint handling checklist

How to fill out a complaint handling checklist:

1. Start by reviewing the complaint in detail. Read through all the information provided by the customer or client and make sure you fully understand the issue at hand.
2. Identify the key areas that need to be addressed. Break down the complaint into specific categories or sections such as product quality, customer service, or delivery issues.
3. Determine the appropriate actions or steps that need to be taken to resolve the complaint. This may involve contacting the customer, investigating the issue further, or escalating it to a higher authority.
4. Assign responsibility to the relevant departments or individuals. Clearly document who is responsible for handling each specific aspect of the complaint and ensure they have the necessary resources and information to proceed.
5. Set deadlines and timelines for each step of the complaint handling process. This will help ensure that the issue is resolved within a reasonable timeframe and that all parties involved are aware of the expected resolution date.
6. Document any communication or interaction related to the complaint. Keep a record of all phone calls, emails, or meetings regarding the complaint, including dates, times, and details of the discussions. This will be useful for future reference and tracking.
7. Regularly update the complaint handling checklist and track progress. As you complete each step and resolve the complaint, mark it off on the checklist to track your progress and ensure that nothing falls through the cracks.
8. Follow up with the customer or client once the complaint has been resolved. It is important to inform them of the actions that were taken to address their concerns and to ensure their satisfaction with the resolution.

Who needs a complaint handling checklist?

1. Businesses of all sizes can benefit from having a complaint handling checklist. Whether you are a small organization with a few employees or a large corporation, effectively managing and resolving customer complaints is crucial for maintaining customer satisfaction and loyalty.
2. Customer service departments or teams within organizations often utilize complaint handling checklists to ensure that complaints are addressed in a systematic and efficient manner.
3. Service-oriented industries, such as hospitality, healthcare, and retail, where customer feedback and complaints are common, can greatly benefit from implementing a complaint handling checklist to streamline their complaint resolution process.

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What is complaint handling checklist?

The complaint handling checklist is a document that outlines the steps and procedures for managing and resolving customer complaints.

Who is required to file complaint handling checklist?

All companies or organizations that deal with customer complaints are required to file a complaint handling checklist.

How to fill out complaint handling checklist?

The complaint handling checklist can be filled out by following the guidelines provided in the document, which may include recording details of the complaint, investigation steps, resolution actions, and follow-up procedures.

What is the purpose of complaint handling checklist?

The purpose of the complaint handling checklist is to ensure that customer complaints are effectively and efficiently addressed and resolved.

What information must be reported on complaint handling checklist?

Information such as the nature of the complaint, date of receipt, actions taken to resolve, and outcome must be reported on the complaint handling checklist.