Policy - Document Ref: QX4-CP02
Scope
This policy provides a structured approach to handling customer complaints effectively and ensures that TIS can meet customer expectations by responding promptly and taking appropriate corrective actions. Additionally, by emphasizing continuous improvement, this approach helps create a culture of learning and adaptation within the organization.
Normative references
- QX3-CP- Confidentiality policy
- QD-NCL- Non-conformance Log
- QD-CCF- Customer complaint form
- Employee handbook
Definitions
Complaint - deliberate expression of dis-satisfaction about a product or service.
Appeal - is a formal request made by an individual or group for a review, reconsideration, or reversal of a decision, outcome, or action that they believe is incorrect, unfair, or unjust.
Objectives
The objective of this procedure is to address all customer concerns and complaints in a timely, effective, and fair manner, ensuring customer satisfaction and continuous improvement of our products and services. TIS is committed to resolving complaints in a way that is satisfactory to the complainant and aligned with the nature and severity of the issue raised.
Procedures
Upon receiving a complaint, TIS will acknowledge receipt of the complaint within 72 business hours. This can be done via phone, email, customer complaint form QD-CCF depending on the complaint channel. Acknowledgment will include a reference number for tracking purposes.
Complaints will be categorized based on their nature (e.g., product quality, service issues, delivery concerns, etc.) and urgency. Each complaint will be assessed to determine the appropriate corrective or preventive action, taking into account:
- The severity of the complaint
- The impact on the customer
- Any potential legal or regulatory implications
- Investigation and Corrective Actions
A thorough investigation will be conducted to determine the root cause of the complaint. Corrective actions will be identified and implemented to address both the immediate issue and prevent recurrence.
Example Actions:
- Rework or replacement of faulty products.
- Process or procedure adjustments to address systemic issues.
- Staff retraining if applicable.
- Communication with the Complainan
The complainant will be informed of the actions taken to resolve the issue. TIS will communicate the outcome clearly, providing details of any corrective actions, and offering solutions that are proportionate to the nature and severity of the complaint. TIS will aim to resolve and communicate actions within 7 business days (or another timeframe, depending on complexity).
Once the corrective action has been implemented and the customer’s concerns addressed, the case will be considered closed. The complainant will be asked if they are satisfied with the resolution, and if not, further action will be taken to reach a satisfactory resolution. After resolution, a review of the complaint will be conducted to identify any improvements that can be made to products, services, or processes to prevent similar issues in the future. The outcome of this review will be communicated to relevant departments for improvement initiatives.
All customer complaints, investigations, actions taken, and resolutions will be documented and stored for future reference. This record will be maintained in accordance with company policies and applicable data protection regulations.
Responsibilities
Employees must listen to the complainant, record the complaint accurately, and acknowledge receipt of the complaint in a timely manner. If the issue can be resolved immediately or at the point of contact, staff should attempt to resolve the complaint or appeal (depending on the organization's guidelines). If the complaint cannot be resolved immediately, it must be properly documented and escalated to the relevant department or personnel for further action. Senior management must review and assess the complaint or appeal objectively, gathering all necessary facts, evidence, and context to understand the issue fully. They are respon sible forconducting a thorough investigation into the complaint or appeal. This might involve interviewing employees, reviewing documents, inspecting products, or other necessary actions. All relevant findings, actions, and communications should be documented for transparency and to maintain a clear record of the process. If the complaint or appeal is upheld, senior management is responsible for proposing and implementing corrective actions to resolve the issue, whether that’s a policy change, process improvement, or individual remedy. Senior management is responsible for ensuring that the complaints and appeals process aligns with the organization’s goals, policies, and values. They must periodically review the procedure for effectiveness and make any necessary adjustments
Compliance
Employees adhering to the Complaints and Appeals Policy is crucial for several reasons. This policy is designed to ensure that complaints and appeals are handled fairly, transparently, and effectively, and that any issues are resolved in a way that aligns with the organization’s values, standards, and legal requirements. When employees follow the policy, it contributes to the overall health and success of the organization.
Summary
TIS is committed to handling all customer complaints with professionalism, respect, and diligence. We aim not only to resolve issues but also to improve our processes, products, and services continuously based on the valuable feedback provided by our customers.
