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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