Customer Complaint Handling Procedure


1.0 Purpose

To ensure that all customer complaints, inquiries, and information requests are effectively handled and in a timely manner.

2.0 Scope

The procedure applies to customer complaints, inquiries and information requests to UNBS.

3.0 Responsibility

Manager, Marketing and Public Relations or any officer in delegated authority shall be responsible for this procedure. The Manager, Marketing and Public Relations or any officer in delegated authority shall be responsible for:

  • Recording all complaints received from customers.
  • Coordinate with relevant departments to ensure that all customer complaints, inquiries and information requests are investigated and resolved in a timely manner.
  • Closing the raised complaints and provide timely feedback to customers.

4.0 Description of handling customer complaints, inquiries and information requests

4.1 Complaints shall be received in writing, from the website, on telephone, or verbally.

4.2 All customer complaints, inquiries, and information requests shall be recorded in Customer Complaints and Requests Form (UNBS/MP/OF/002) and given a reference number. This form shall be used for processing information requests and handling customer complaints.

4.3 Information recorded shall capture the source of the complaint, name of the organisation, address and telephone number, evidence of samples of the products or any relevant information.

4.4 Complaints received by user department shall be handled at departmental level and feedback on closure of such complaints shall be provided to the Manager, Marketing and Public Relations for record purposes.

4.5 All customer complaints, inquiries, information requests received outside the user department shall be forwarded to Manager, Marketing and Public Relations for proper coordination and follow up.

4.6 The Manager, Marketing and Public Relations or an officer in delegated authority shall bring the complaints, inquiries and information requests to the attention of relevant department for adequate follow up and action. 

4.7 Information requests shall be evaluated and timely response shall be provided to the customer who raised the complaint, inquiry or information request.

4.8 All complaints shall be handled within the timeframe as stipulated in the UNBS Customer Service Charter.

4.9 Feedback shall be provided using the same communication platform used in lodging the complaint. i.e. If the request was written; the response shall be written as well.

4.10 Any complaint or inquiry that has legal implications on UNBS shall be handled by legal counsel and the office of the Executive Director.

4.1 The Manager, Marketing and Public Relations shall maintain a record of complaints and responses in a file MPF2 and provide monthly reports to UNBS Management.

5.0 Providing Feedback to Customer

5. 1 The feeedback should be provided within the timelines indicated in the UNBS customer service charter and if the issue cannot be handled the customer should be informed.

5.2 Effort shall be made to ensure that Customers provide feedback whether their issues have been successfully resolved.

5.3 Customer feedback shall be used to enrich and update the Frequently Asked Questions (FAQs) on the website.



Attachements

Customer Complaint Handling Form  [ 69 KB ]
Customer Complaint Handling Procedure  [ 72 KB ]
Customer Complaint Handling Procedure  [ 72 KB ]