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Customer Complaint Handling Process

The customer complaint handling process involves receiving complaints, identifying the root cause within 24 hours, implementing corrective actions within an agreed deadline, issuing non-conformity reports to subcontractors if applicable and responding in writing with remedial actions within 5 days, otherwise providing an explanation for when a response can be expected. Managers then follow up to ensure customer satisfaction and close the complaint.

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Kelvin Chin
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570 views

Customer Complaint Handling Process

The customer complaint handling process involves receiving complaints, identifying the root cause within 24 hours, implementing corrective actions within an agreed deadline, issuing non-conformity reports to subcontractors if applicable and responding in writing with remedial actions within 5 days, otherwise providing an explanation for when a response can be expected. Managers then follow up to ensure customer satisfaction and close the complaint.

Uploaded by

Kelvin Chin
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Customer Complaint Handling Process

Receive Customer Complaint

(Administrator is to ensure the complaint is appropriately and promptly recorded, acknowledge receipt and provide the

Is complaint originated from Subcontractor/

No

Within 24 hours upon receipt of the complaints, related department Manager to identify the root cause of complaint

Corrective actions to be implemented within an agreed deadline unless it is justifiable that more time is needed due to the complexity of the problem

Yes When a material/ work quality, environmental or occupational health & safety non-conformity, project PM shall issue Non-conformity Report to Subcontractor/Supplier within 24 hours from the date received customer's complaint

PM shall ensure that the Subcontractor/Supplier respond with a detailed corrective action plan within 3 days after issuance of Non-conformity Report PM shall follow-up the case with the Subcontractor/Supplier if the response is unacceptable

Send complaint response in writing including remedial actions taken not more than 5 days after receiving the complaint, otherwise the complainant should be provided with an explanation as to when a response will be forthcoming

Manager shall follow-up to verify that the Customer is satisfied with the corrective action and close up the Customer Complaint

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