Goals of the policy
We value complaints as they assist us to improve our products, services and customer service. This policy was designed to assist both customers and staff. Kartoza is committed to consistent, fair and confidential complaint handling and to resolving complaints as quickly as possible. We aim to make it easy for people to make a complaint if they are dissatisfied and we will treat all customers making a complaint equally. We display our complaint handling policy and procedure publicly on our web site in the interests of transparency.
Definition of a complaint
Complaints are defined as any expression of dissatisfaction or grievance made to staff by a customer or member of the public in relation to our business.
All complaints made, verbal or written, will be recorded in our complaints ledger at the time the complaint is made, or as soon as possible afterwards. The complaint should be recorded by the staff member who took the details. When taking a complaint, staff will record the name and contact details of the customer, as well as full details of the complaint including the date. Details of all communication with the customer and any actions to resolve the complaint will be recorded in the same place. Recorded complaints will also be monitored for any ongoing trends by management and efforts made to resolve any ongoing issues. Customers’ personal details or details of their complaint will not be divulged to third parties unless we have their written consent. Please submit any complaints via email to firstname.lastname@example.org.
Informing customers of progress
We strive to resolve all complaints within seven days. Written complaints will be acknowledged promptly. Customers will be given an approximate timeframe at the time they make their complaint. Customers will be informed of the progress of their complaint regularly, especially if there are any delays or changes to what has been agreed. Customers will be informed of any changes to our products or services as a result of their complaint. Where appropriate, customers who have had a complaint resolved will be contacted at a later date to see if they are happy with how their complaint was handled.
Responding to complaints
All people making a complaint will be treated with courtesy. Where possible, complaints will be resolved at the first point of contact. If appropriate to the complaint, frontline staff can offer to resolve a complaint immediately. Complaints will still be recorded on the compay complaints register. If the complaint can’t be resolved immediately, the customer will be given a timeframe, a contact person and details of our complaint handling process. Where possible, the staff member taking the complaint details will be the contact person.
Management can resolve a complaint by:
- performing a bug fix if the issue is with software
- providing user support or training if the issue is procedural
- at our discretion reimbursing or refunding any fees should the service or product be defective
- update our standard operating procedures to prevent the issue occurring again
- engage in dialogue with the complainant to find an equitable solution
Escalation of complaints
If a complaint cannot be resolved by the usual complaint process, it should be referred to one of the company Directors and the customer will be informed and given an amended timeframe for resolution. If we cannot resolve the complaint to the customer’s satisfaction, we will inform them about where they can take further action.
Review of complaint handling policy and procedures
Kartoza is committed to continuous improvement and this policy will be reviewed regularly for effectiveness and updated accordingly. This complaint handling policy is supported by management. We commit to providing this policy to all staff and displaying it in our business for customers.