1. INTRODUCTION
Complaints are an important way for the Company to be made accountable to the wider public, provides valuable prompts to review its performance as a whole, as well as insight into how its employees conduct themselves.
This policy has been developed to protect the interests and reputation of the Employer, and applies to all employees.
The purpose of this policy is to enable customers to make complaints, enable its employees to effectively handle and resolve complaints, and to provide a process to collect, collate and retrospectively analyse complaint data to continuously improve operations.
The Employer make take disciplinary action against you if you fail to adhere to the Customer Complaints Policy or Procedure.
1.2 RESPONSIBILITIES:
Management are responsible for:
- Establishing a system that manages complaints effectively and efficiently.
- Ensuring the complaints process is effectively administered.
- Ensuring all staff are appropriately trained in complaints management.
- Facilitating the development of the complaints management policy and procedure and the delivery of an effective complaints management system.
- Conducting internal reviews where the Company has conducted an investigation.
- Ensuring that recommendations made through investigation reports and internal reviews are actioned.
- Referring matters to an external agency for action where appropriate
- Maintaining accurate complaint records
- Determining the response to complaints where escalated