Complaint Management Process Process

Process

Timeframe

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Complaint, issue, or dispute arise

N/A

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Stored digitally on file

Within 24 hours of arising

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Communications with relevant staff (phone/email)

Within 24 hours of arising

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Researched with staff and customer

24 – 48 hours

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Discussion with customer about ideal resolution

24 – 48 hours

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Resolution reached

24 – 72 hours

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Resolution implemented

Within 10 working days

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Complaint, issue or dispute workshop/meeting within company:
goal to avoid the situation in the future

Within 10 working days

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