Instructions for handling customer complaints by sales and after-sales service representatives
Information related to the complaints handling process
- Where to file complaints
- How to file complaints
- Time periods related to different stages of the process
- Complainants' points of view for compensation
- How to obtain feedback on the status of complaints by the complainant
Receipt of a complaint
- Description of the complaint and supporting information related to it
- Receipt of each complaint must be notified immediately to the complainant. For example, by post, telephone or e-mail.
- Product or activity complained about.
- Due date for submitting a response.
Follow-up of complaints.
Each complaint should be followed up throughout the entire process from initial receipt until the complainant is satisfied or a decision is made. The latest status of the complaint should be made available upon request by the complainant and at regular intervals or at least at pre-determined times.
Initial assessment of the complaint.
After receipt of each complaint, an initial assessment should be made based on criteria such as severity of impact and need.
Complaint Investigation
All relevant circumstances and information surrounding the complaint should be examined.
Responding to the Complaint
The decision or any action taken on the complaint that affects the complainant or other personnel should be communicated to them immediately after the action or decision is taken.
Closing the Complaint
If the complainant accepts the proposed decision or action, the action or decision should be implemented and the relevant records should be kept. If the complainant does not accept the proposed decision or action, the counter-complaint should remain open, but the matter should be recorded and the complainant should be informed of alternative domestic and foreign options.