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SayPro IMPORTANCE OF COMPLAINTS HANDLING POLICY (SO 6, AC 1, AC 2, AC 3, AC 4, AC 5)

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A well-developed complaints handling policy gives your business a strategy, guidelines and clear set of directions for handling customer complaints. Once you have created a complaints handling policy, it’s important to implement it within the day-to-day operations of your business.Reasons for creating procedures for complaintsPutting a complaints procedure in place will help staff handle complaints, and will provide you with a document that you can share with clients that to help them understand the process. In essence a complaints handling standard will provide the following information to employees;

  • How complaints are to be recorded and filed.
  • Who needs to be notified, internally and externally, about different types of complaints?
  • Who has authority for dealing with complaints?
  • Timescales for investigating the complaint and responding to the client.
  • Circumstances in which complaints should be escalated within the practice.
  • Circumstances in which no action will be taken on complaints or communication with a complainant will cease.
  • Guidelines on appropriate remedies.
IMPORTANCE OF POLICIES IN GENERALLet us look at some of the benefits of company standards;

  • First, employees are provided with information that allows them freedom to carry out their job and make decisions within defined boundaries.
  • Second, employees understand the constraints of their job without using a ‘trial and error’ approach, as key points are visible in well-written policies and procedures.
  • Third, policies and procedures enable the workforce to clearly understand individual & team responsibilities, thus saving time and resources. Everyone is working off the same page; employees can get the “official” word on how they should go about their tasks quickly and easily.
  • Fourth, clearly written policies and procedures allow managers to exercise control by exception rather than ‘micro-manage’ their staff.
  • Sixth, clearly written policies and procedures provide legal protection. Juries apply the ‘common person’ standard. If written clearly so that outsiders understand, the company has better legal footing if challenged in court.

Having procedures in place will help you manage a complaint in 3 stages by:

  1. finding out why your customer is unhappy

  2. doing everything you reasonably can to make your customer happy

  3. Reviewing the incident to consider potential improvements to service or complaints handling.

Tsakani Stella Rikhotso | Monitoring & Evaluation OfficerSayProWebsite: www.saypro.onlineCell: 27 (0) 713 221 522Email: tsakaniStudy and Qualifications www.saypro.onlineOur Company www.saypro.online

SayPro is a group of brands leading in Africa’s development, building innovative online solutions and a strategic institution on child growth, youth empowerment and adult support programmes, applications in Africa.SayPro Core Skills and Expertise:

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