We are committed to providing high-quality services and ensuring satisfaction for all stakeholders. However, we recognize that there may be occasions where expectations are not met, and complaints may arise. This Complaints Policy outlines our procedures for handling complaints in a fair, timely, and effective manner.
1. Purpose
The purpose of this Complaints Policy is to ensure that:
- All complaints are handled transparently and promptly.
- Complainants are treated with respect, and their concerns are taken seriously.
- Complaints are investigated thoroughly, with the goal of resolving issues amicably.
- Corrective actions are taken to improve services and prevent future complaints.
2. Scope
- Services or products provided by the organization.
- Staff conduct and behavior.
- Policies or procedures of the organization.
- Other issues impacting stakeholders, clients, or partners.
3. Definition of a Complaint
A complaint is defined as any expression of dissatisfaction made by a customer, client, partner, or other stakeholders regarding:
- The quality of services or products provided.
- The behavior or conduct of an employee or representative of the organization.
- An administrative or operational process that affects the complainant.
4. How to Submit a Complaint
Complaints can be submitted in any of the following ways:
- The name and contact details of the complainant.
- A detailed description of the complaint, including relevant dates, names, and supporting evidence (if applicable).
- The desired resolution or outcome.
5. Complaint Handling Procedure
a. Acknowledgment:
- We will acknowledge receipt of the complaint within 3 days
- An initial assessment will be made to determine the appropriate course of action.
b. Investigation:
- The complaint will be investigated by a designated representative or department within 3 days
- Further information may be requested from the complainant to assist in the investigation.
c. Resolution:
- Once the investigation is complete, the complainant will be informed of the outcome and any proposed resolution.
- If the complaint is upheld, corrective actions will be taken, which may include apologies, policy changes, or other remedies.
- If the complaint is not upheld, we will provide a clear explanation of the reasons for our decision.
6. Confidentiality and Privacy
- All complaints will be treated with confidentiality, and personal information will be protected in accordance with our Privacy Policy.
- Information will only be shared with those directly involved in the investigation and resolution of the complaint.
7. Continuous Improvement
We value feedback and are committed to using complaints as an opportunity to improve our services. Regular reviews of complaints and the effectiveness of this Policy will be conducted to identify trends and areas for improvement.