Thursday, 14 September 2017

Describe how to respond to complaints

Responding to complaints is one of the organisational principle duties. It is also a legal framework for organisational operation. Complaints also inform us the requirement of service improvement, for the better service delivery in the future. The following steps can be taken in order to respond to a complaint:

  • Request to complain formally in written format if it is deemed necessary
  • Reply with acknowledgement of receipt of complaint
  • Request to complainant to have a formal meeting in person
  • Arrange a date for meeting at complainant’s convenience
  • Discuss the complete issue with complainant including how he or she felt and how it affected her. Discussion should be included what complainant wants or what outcome she expects to be happy with. Any proof or evidence can be collected on that day if complainant would like to add.
  • Reply to the complainant with a specific time frame within her complaint will be dealt with or the outcome will be known
  • Investigate the issue according to internal policies and procedures
  • Find out the suitable outcome  and inform the complainant within time frame
  • Send the decision letter to the complainant which must have appeal procedure explained against your decision

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