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Handling of Complaint Responsibility for this procedure Mary Teo - Customer Service Manager is responsible for implementing and ongoing review of this procedure. Underlying principles for this procedure Complaints will be handled sensitively and in a timely manner. Confidentiality - Only people directly involved in a complaint, or in resolving it, can have access to information about it - Everyone involved in resolving a complaint will be told about the importance of confidentiality. - Information will be kept securely and will go on an employee's file if they are disciplined as part of the complaint resolution. Fairness/ Impartiality
- Both parties will get a chance to tell their side of the story. Both parties have the right to be treated fairly, and to have the complaint/resolution decided by the management. - No one will make any assumptions or take any action until all relevant information has been collected and considered. - The Company will investigate all allegations before making a decision "on the balance of probabilities". This means that we will find a complaint substantiated and take action if the management believes, on the basis of the available evidence, that it is more likely than not that the allegations happened. What to do if a complaint comes in
1. Complaints
by the customers have to receive by the Company within 14 Days from the date of
return of the tour. No responsibilities will be accepted or entertained if the
complaint is received thereafter. 2. Once
the complaint is received, Customer manager will have to reply/acknowledge the
receipt of the complaint to the customer within 14 days. 3. Staff
involved in the complaint will have to look into the nature of the complaint
and look for the necessary parties involved to resolve the complaint with a
time frame up to 2 months, depends on the complexity of the case. 4. After
the necessary information/evidence is gathered, Customer manager will also have
to attempt to mediate in order to come to a mutually satisfactory agreement
about how the complaint should be resolved. 5. Customer
manager will then go to the management for the resolution of the complaint. The
decision will be solely under the discretion of the management. And the
management’s decision will be final. 6. Customer
manager will contact the customer within the stipulated time frame of up to 3
months about the final outcome of the complaint. 7.
If complaint cannot be solved within the
period, customer manager will have to redress customers to the necessary
authorities. (EG CASE, NATAS, etc) Documentation
All records regarding the complaints will have to be filed into the complaints file and kept with admin manager for future reference if necessary. The Customer manager will have to write a report to summarize the actions agreed on. Only top management and human resource manager will have access to the file, when necessary.
Disciplinary Actions (Due to staff's actions)
If the management decides that there has been a breach of one of the Company's policies or standards, the management may discipline the person or people responsible for the breach.
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The seriousness of the breach/complaint ·
Whether it is done intentionally or maliciously Discipline could involve one or more of the following: ·
Written apology ·
Official warning ·
dismissal Approved:
Clifford Neo Managing Director |
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