Title: Complaint Management and Feedback Policy Author: Kriko Published: Jul 3, 2026 Last modified: Aug 13, 2026 --- 1. [Home](https://kriko.io/) / 2. [Company Policies](https://kriko.io/company-policies) / 3. [Customer Relations Policies](https://kriko.io/company-policies/quality-compliance)/ 4. Complaint Management and Feedback Policy # Company Policies The principles that guide every team at Kriko. From how we hire and protect data to how we uphold quality and sustainability. ## Complaint Management and Feedback Policy ## 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. ## Communication Policies * [Internal Communication and Collaboration Policy](https://kriko.io/company-policies/communication-policies/internal-communication-and-collaboration-policy) * [Internal Communication Channels and Meeting Policy](https://kriko.io/company-policies/communication-policies/internal-communication-channels-and-meeting-policy) * [Social Media Policy](https://kriko.io/company-policies/communication-policies/social-media-policy) ## Crisis and Incident Management Policies * [Crisis Communication and Reputation Management Policy](https://kriko.io/company-policies/crisis-and-incident-management-policies/crisis-communication-and-reputation-management-policy) * [Emergency Planning and Response Policy](https://kriko.io/company-policies/crisis-and-incident-management-policies/emergency-planning-and-response-policy) ## Disciplinary Policies * [Disciplinary Policy](https://kriko.io/company-policies/disciplinary-policies/disciplinary-policy) ## Human Resources Policies * [Diversity, Equity and Inclusion Policy](https://kriko.io/company-policies/human-resources-policies/recruitment-policy) * [Employee Training and Development Policy](https://kriko.io/company-policies/human-resources-policies/termination-policy) * [Anti-Discrimination and Diversity Policy](https://kriko.io/company-policies/human-resources-policies/anti-discrimination-and-diversity-policy) * [Occupational Health and Safety Policy](https://kriko.io/company-policies/human-resources-policies/remote-hybrid-work) * [Recruitment and Termination Policy](https://kriko.io/company-policies/human-resources-policies/recruitment-and-termination-policy) * [Working Hours, Leave and Absence Policy](https://kriko.io/company-policies/human-resources-policies/working-hours-leave-and-absence-policy) ## Business Ethics and Compliance Policies * [Password Creation and Use Policy](https://kriko.io/company-policies/business-ethics-and-compliance-policies/data-protection-policy) * [Transparency and Reporting Policy](https://kriko.io/company-policies/business-ethics-and-compliance-policies/acceptable-use-policy) * [Conflict of Interest and Anti-Bribery Policy](https://kriko.io/company-policies/business-ethics-and-compliance-policies/conflict-of-interest-and-anti-bribery-policy) * [Data Privacy and Security Policy](https://kriko.io/company-policies/business-ethics-and-compliance-policies/data-privacy-and-security-policy) * [Ethical Conduct and Integrity Policy](https://kriko.io/company-policies/business-ethics-and-compliance-policies/ethical-conduct-and-integrity-policy) * [Legal and Regulatory Compliance Policy](https://kriko.io/company-policies/business-ethics-and-compliance-policies/incident-response) ## Customer Relations Policies * [Customer Data Privacy and Security Policy](https://kriko.io/company-policies/quality-compliance/quality-management) * [Complaint Management and Feedback Policy](https://kriko.io/company-policies/quality-compliance/anti-bribery-corruption) * [Customer Satisfaction Policy](https://kriko.io/company-policies/quality-compliance/code-of-conduct) ## Information Technology and Data Management Policies * [Ransomware, Phishing Attacks, Email and Internet Use Policy](https://kriko.io/company-policies/information-technology-and-data-management-policies/environmental-policy) * [Vulnerability Disclosure Policy](https://kriko.io/company-policies/information-technology-and-data-management-policies/vulnerability-disclosure-policy) * [Software Licensing and Usage Policy](https://kriko.io/company-policies/information-technology-and-data-management-policies/social-responsibility) * [Data Backup and Recovery Policy](https://kriko.io/company-policies/information-technology-and-data-management-policies/supplier-code-of-conduct) * [Data Security and Protection Policy](https://kriko.io/company-policies/information-technology-and-data-management-policies/data-security-and-protection-policy) * [Information Technology Use and Access Policy](https://kriko.io/company-policies/information-technology-and-data-management-policies/information-technology-use-and-access-policy) ## Track the digital heartbeat with Kriko Subscribe to receive curated insights, news, and ideas shaping the digital landscape. 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