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Complaints management procedures August, 2013CONTENTS1. Introduction 2 1.1 Purpose 2 1.2 What is a complaint? 2 1.3 Definitions 2 1.4 Scope 2 2. Complaint management process 3 3. First point of contact
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Complaints management procedures are guidelines or policies put in place by an organization to effectively address and resolve complaints from customers, employees, or other stakeholders.
All organizations, regardless of size or industry, are required to have complaints management procedures in place.
Complaints management procedures can be filled out by detailing the steps to be taken when a complaint is received, who is responsible for resolving it, and timelines for resolution.
The purpose of complaints management procedures is to ensure that complaints are addressed in a timely and effective manner, leading to improved customer satisfaction and organizational reputation.
Complaints management procedures should include details on how complaints are received, documented, investigated, resolved, and monitored.
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