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COMPLAINTS RESOLUTION POLICY, PROCESS AND PROCEDURE FSP Name:TSOGA AFRIKA INSURE BROKERS (PTY) LTDFSP NUMBER:49909POLICY ADOPTION By signing this document, I authorise the FSPs approval and adoption
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How to fill out complaints resolution policy process

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Start by clearly understanding the main purpose of your complaints resolution policy process.
02
Define the types of complaints you are likely to receive and the desired outcomes for each.
03
Create a step-by-step procedure for handling complaints, including initial registration, investigation, and resolution.
04
Clearly outline the responsibilities and roles of the individuals involved in the process, such as complaint handlers and decision-makers.
05
Develop clear communication channels for submitting complaints, such as email, online forms, or dedicated complaint hotlines.
06
Ensure that complaints are documented and tracked throughout the entire process to maintain transparency and accountability.
07
Implement a fair and impartial evaluation of each complaint, considering all relevant information and evidence.
08
Set realistic timelines for each stage of the process to ensure efficient resolution.
09
Provide a mechanism for appealing decisions and escalating complaints if the initial resolution is unsatisfactory.
10
Continuously monitor and review the effectiveness of your complaints resolution policy process and make necessary improvements as needed.

Who needs complaints resolution policy process?

01
Any organization that provides products or services and interacts with customers/clients needs a complaints resolution policy process.
02
This includes businesses, government agencies, educational institutions, healthcare providers, non-profit organizations, and any other entity that deals with complaints.
03
Having a well-defined complaints resolution policy process helps organizations address and resolve customer concerns in a fair and efficient manner, leading to higher customer satisfaction and loyalty.
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The complaints resolution policy process is a structured method for addressing and resolving complaints from stakeholders or clients, ensuring that issues are handled fairly and efficiently.
Any stakeholder, client, or employee who has a grievance or complaint within the organization is required to file under the complaints resolution policy process.
To fill out the complaints resolution policy process, individuals should complete a designated complaint form, providing details of the complaint, any supporting evidence, and their contact information.
The purpose of the complaints resolution policy process is to provide a clear framework for resolving complaints, ensuring transparency, accountability, and improvement in organizational practices.
The information that must be reported includes the complainant's details, a description of the complaint, evidence supporting the claim, and any relevant dates or incidents.
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