6 steps to implement a complaint policy

1. Complaints Management:
6 tips to implement a complaints policy

2. In a social media era where
customers take to the internet to
vent, are you prepared to manage
complaints in the public sphere?

3. Avoid Reputational Risk with a
Complaints Handling Procedure to
deal with complaints
6 Steps to effectively manage complaints

4. 1
Have a Complaints Policy in place.
Incorporate a procedure where all complaints are dealt
with adequately and timely. Remember to include
documenting:
- The nature of the complaint
- Each step taken to resolve it

5. 2
Investigate the matter sufficiently.
For example, if one of your employees are involved you
need to take the necessary disciplinary steps against
them if the acted in contravention of your client relations
policy.

6. A reasonable cancellation penalty is calculated with the
following criteria:
1. The nature of the goods or services that were reserved or
booked.
2. The length of notice of cancellation provided by the consumer.
3. The reasonable potential for the service provider acting diligently,
to find an alternative consumer between the time of receiving the
notice and the time of the cancellation.
4. The general practice of the relevant industry.
3
Resolve the coplaint with the client.
Take reasonable steps to ensure that the complaint’s
resolve is received amicably.

7. 4
Give feedback to the client.
Provide the client with feedback on every step of the
process to reassure them that their complaint is taken
seriously and being dealt with.

8. 5
Referral to relevant bodies.
If the client is unsatisfied with the resolve you provide,
refer them to the relevant regulatory authority for further
investigation. This will help prevent a client venting on
social media and reduce reputational risk.

9. 6
Gain legal council or assistance.
A legal advisor will be able to assist you and correspond
on your behalf in serious cases. Gain legal representation
for company meetings and dealings with regulatory
bodies complaints are lodged with to ensure you are
protected.