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Complaints Policy Contents 1. 2. 3. 4. Aim of the policy Scope Principles of the Complaint Process Other Options Available to CustomersAppendices 1. 2. 3. 4. Legislation/Regulation Learning from Complaints Protocol

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How to fill out complaints handling procedure

01

Understand the complaints handling policy of your organization.

02

Gather all necessary information about the complaint.

03

Encourage the complainant to fill out a complaint form if available.

04

Document the details of the complaint accurately.

05

Assign a unique reference number to the complaint for tracking purposes.

06

Investigate the complaint thoroughly and objectively.

07

Communicate the response or outcome to the complainant in a timely manner.

08

Review the handling of the complaint and identify any areas for improvement.

Who needs complaints handling procedure?

01

Any organization or business that deals with customers or clients may benefit from having a complaints handling procedure in place.

02

It is especially important for companies in industries with high customer interaction such as retail, hospitality, healthcare, and financial services.

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What is complaints handling procedure?

Complaints handling procedure is a process by which grievances or complaints from customers, employees, or other stakeholders are addressed and resolved by an organization.

Who is required to file complaints handling procedure?

All organizations, especially those in the service industry, are required to have a complaints handling procedure in place.

How to fill out complaints handling procedure?

Complaints handling procedures can be filled out by identifying the steps to be taken when a complaint is received, assigning responsibility for handling complaints, and establishing a timeframe for resolution.

What is the purpose of complaints handling procedure?

The purpose of complaints handling procedures is to ensure that complaints are handled in a timely, fair, and consistent manner, leading to increased customer satisfaction and loyalty.

What information must be reported on complaints handling procedure?

Information such as the nature of the complaint, the date it was received, the actions taken to resolve it, and any follow-up measures must be reported on complaints handling procedures.

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