Complaint Handling Procedure
Complaint Handling
ABC Ltd welcomes the information and feedbacks from
customers, which will enable ABC Ltd to improve the quality of service
provided. ABC Ltd recognizes the value in complaints and will accept the
complaint openly. The complaint is realized as a chance to review and evaluate
the service we deliver.
The complaints procedure will be clear for everyone to understand and will give ABC Ltd. The complaint will be treated confidentially and with no vengeance.
1.0 Objectives:
To deliver a consistent, high-quality of
accessories and quick response against complaints from valued customers.
This procedure is in line with the overall Customer Service Strategy and industry ‘best practice’
2.0 Scope:
This procedure applies to handling of all complaints received from the customers on products.
3.0 Responsibility:
Production AGM (Production),
Marketing Manager, Compliance & HR Manager, all sales personnel will be
responsible for complaint handling.
4.0 Procedure
4.1 In the first instance complaints may be made in person, over email or the telephone or in writing as determined by the customer.
4.2 Anonymous complaints will not be accepted.
4.3 The Marketing manager will notify the Production AGM and Compliance & HR Manager that a complaint has been made.
4.4 The complaint is recorded in the customer complaints record register along with root cause for taken action quickly.
4.5 All complaints will be treated seriously but will be dealt with at the lowest operational level within the organisation with the aim to resolving the complaint promptly.
4.6 Person(s) affected by the complaint should be fully informed of all facts and given the opportunity to put forward their case.
4.7 The Sales executive receiving the initial contact will attempt to resolve the issue in the first instance. If this does not resolve the issue for the customer, the process will proceed to the Department Manager and Production or HR.
4.8 If the complaint is related to the product quality, the Marketing manager will arrange to trace the complaints code-wise and verify the complaints physically or if complaint is social related the Compliance & HR Manager will verify and take necessary steps.
4.9 After review Marketing Manager shall forward the complaint if necessary to the factories respective personnel along with complaint sample or product.
4.10 Respective personnel shall then record the details of the complaint in appropriate register and send to Production/ (if required) for necessary up gradation and investigation.
4.11 Production/ will evaluate the returned sample by carrying out the required test, compare with the results of analysis of the reference samples and make a report.
CUSTOMER COMPLAINTS REGISTER
|
Complaint
Number |
Date received |
From |
Receipt
acknowledged/Letter ref & date |
Name of
Investigator |
Justified/ Upheld (Yes or
No) |
Outcome
advised/ Letter ref
& date |
Closed
Out (Date
& Initials) |
Remarks
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Prepared by: Section head:
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