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This document outlines the Complaints Management Framework for Prism Employee Benefits, ensuring fair treatment and effective resolution of complaints per FAIS Act requirements.
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What is complaints management framework?
A complaints management framework is a structured approach used by organizations to manage and resolve complaints effectively. It outlines the processes, policies, and procedures for receiving, investigating, and responding to complaints from customers or stakeholders.
Who is required to file complaints management framework?
Typically, organizations that are subject to regulatory requirements or have established internal policies for handling complaints are required to implement or file a complaints management framework. This can include businesses in various sectors such as finance, healthcare, and customer service.
How to fill out complaints management framework?
To fill out a complaints management framework, an organization should gather necessary information including the nature of the complaint, details of the complainant, investigation findings, and outcomes. Each section of the framework should be completed according to the established protocols of the organization.
What is the purpose of complaints management framework?
The purpose of a complaints management framework is to ensure that complaints are handled consistently and fairly, to improve customer satisfaction, to identify areas for improvement within the organization, and to comply with legal and regulatory requirements.
What information must be reported on complaints management framework?
The information that must be reported on a complaints management framework includes the total number of complaints received, the nature of the complaints, the actions taken to resolve them, the outcomes, and any trends or patterns identified.
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