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East Ayrshire Council Complaints handling procedure September 2012 2 East Ayrshire Council Complaints handling procedure: September 2012 East Ayrshire Council Complaints handling procedure Foreword
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What is complaints handling procedure?
Complaints handling procedure refers to the set of predetermined steps and processes that an organization follows to address and resolve complaints lodged by its customers or stakeholders.
Who is required to file complaints handling procedure?
All organizations that have a customer base or interact with stakeholders are required to have a complaints handling procedure in place.
How to fill out complaints handling procedure?
The complaints handling procedure should be filled out by documenting the necessary steps, responsibilities, and processes involved in handling and resolving complaints. It should be tailored to fit the specific needs and nature of the organization.
What is the purpose of complaints handling procedure?
The purpose of a complaints handling procedure is to ensure that complaints from customers or stakeholders are properly received, reviewed, and resolved in a fair, consistent, and timely manner. It helps improve customer satisfaction, identify areas for improvement, and enhance the organization's reputation.
What information must be reported on complaints handling procedure?
The complaints handling procedure should include information such as the complaint submission process, timelines for resolution, contact details of responsible persons, methods for escalating complaints, and any relevant documentation requirements.
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