Complaint Management Process
a. Receipt of Complaints
The Company takes all customer complaints seriously and acknowledges them in an open and professional manner.
Appropriate channels are provided for customers to submit complaints, including telephone, email and online forms.
b. Complaint Logging and Tracking
The Company records and tracks all complaints throughout the resolution process.
Each complaint is assigned a unique reference number and managed by the relevant department.
c. Review of Complaints
Complaints are investigated thoroughly and assessed fairly and objectively.
Relevant information and documentation are collected, the appropriate parties are contacted, and the root cause of the issue is identified.
d. Resolution of Complaints
The Company takes the necessary steps to resolve complaints promptly and effectively.
A customer-focused approach is adopted, and appropriate solutions are provided within a reasonable timeframe.
Collection of Feedback
a. Customer Feedback
The Company considers customer feedback a valuable source of insight.
Feedback is used to improve the Company’s products, services and business processes.
b. Feedback Channels
The Company collects customer feedback through a range of channels.
These may include surveys, evaluation forms, communication channels and customer relationship management systems.
Transparency and Communication
a. Communication Standards
The Company uses clear, accurate and easily understandable language in all customer communications.
Communication processes are managed openly and transparently.
b. Response Times
The Company responds promptly to customer complaints and feedback.
Target response times are established and communicated to customers where appropriate.
Complaint and Feedback Analysis
a. Data Analysis
The Company analyses complaint and feedback data on a regular basis.
Trends, recurring issues and opportunities for improvement are identified through this analysis.
b. Continuous Improvement
The Company continuously improves its products, services and processes based on the findings obtained from complaint and feedback analyses.
Corrective actions are implemented and processes are optimised to prevent similar issues from recurring.
