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COMPLAINTS HANDLING AND MANAGEMENT POLICYTable of Contents 1. Introduction 7 1.1. Purpose 7 1.2. Scope 7 1.3. Organizational Commitment 7 1.4. Our People Roles and Responsibilities 8 1.5. Levels of
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Complaints handling and management is the process of receiving, documenting, investigating, and resolving complaints or feedback from customers or stakeholders.
Any organization or company that deals with customers or stakeholders may be required to implement a complaints handling and management system.
Complaints handling and management can be filled out by documenting the complaint, investigating the issue, resolving the complaint, and recording the outcome.
The purpose of complaints handling and management is to address and resolve customer or stakeholder concerns, improve customer satisfaction, and prevent future issues.
Information such as the nature of the complaint, the parties involved, the resolution process, and the outcome must be reported on complaints handling and management.
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