Back Custom print Link Text Only Rich Text Print

  • Guiding Principles

    • DRA-1.1.4

      Adherence to the following guiding principles is required for effective handling of complaints:

      (a) Visibility:
      (i) How and where to complain should be well publicized to customers and other interests parties;
      (b) Accessibility:
      (i) A complaints handling process should be easily accessible to all clients;
      (ii) Process information should be readily accessible;
      (iii) Should include flexibility in the method of making complaints;
      (iv) Low cost telephone access should be available where possible;
      (v) Support for customers with special needs should be provided, such as interpreters;
      (vi) Information and assistance should be available on details of making and resolving a complaint;
      (vii) Supporting information should be easy to understand and use;
      (viii) Information and assistance in making a complaint should be made available;
      (c) Responsiveness:
      (i) Receipt of complaints should be acknowledged immediately;
      (ii) Complaints should be addressed promptly in accordance with its urgency;
      (iii) Customers should be treated with courtesy;
      (iv) Customers should be kept informed of the progress of their complaint;
      (d) Objectivity:
      1. Complaints should be addressed in an equitable objective and unbiased manner;
      2. General principles for objectivity in the complaints handling process include:
      (a) Openness:
      (i) Process should be clear and well publicized so that both staff and clients can understand;
      (b) Impartiality:
      (i) Avoiding bias to a customer, personnel or the CMSP;
      (ii) Protect the person the complaint is made against from bias;
      (iii) Emphasis should be placed on resolution not blame;
      (iv) Investigation should be carried out independently of the person complained about;
      (c) Accessibility:
      (i) Should allow customer access to the process at any reasonable point in time;
      (ii) A joint response should be made when the complaint affects different supply chain participants;
      (d) Completeness:
      (i) Finding relevant facts, talking to both sides, establishing common ground and verifying explanations should occur wherever possible;
      (e) Equitability:
      (i) Give equal treatment to all people;
      (f) Sensitivity:
      (i) Each complaint treated on its merits and paying due care to individual circumstances;
      (g) Objectivity for personnel — complaints handling procedures should ensure those complained about are treated fairly which implies:
      (i) Informing them immediately and completely on complaints about performance;
      (ii) Giving them an opportunity to explain and providing appropriate support;
      (iii) Keeping them informed of the progress and result of the complaint investigation;
      (iv) Full details of the complaint are given to those the complaint is made against prior to interview;
      (v) Personnel should be assured they are supported by the process and should be encouraged to learn from the experience and develop a better understanding of the complaints process;
      (h) Separating complaints handling procedures from disciplinary procedures:
      (i) Complaints process should be separate to disciplinary process;
      (i) Confidentiality:
      (i) In addition to customer confidentiality the process should ensure confidentiality for staff who have a complaint made against them and the details should only be known to those directly concerned;
      (ii) Personal information should only be available for the purposes of addressing the complaints within the CMSP;
      (iii) Should be actively protected for the discloser unless the customer consents otherwise;
      (iv) Protect the customer and customer's identity as far as is reasonable to avoid deterring complaints due to fear of inconvenience or discrimination;
      (j) Objectivity monitoring:
      (i) CMSPs should monitor responses to customers to ensure objectivity which could include random monitoring of resolved complaints;
      (k) Charges:
      (i) Process should be free of charge to customers;
      (l) Customer Focused Approach:
      (i) CMSPs should have a customer focused approach;
      (ii) Should be open to feedback including complaints;
      (iii) Should show commitment to resolving complaints;
      (m) Accountability:
      (i) CMSPs should ensure accountability for reporting on actions and decisions with respect to complaints handling is clearly established;
      (n) Continual improvement:
      (i) Continual improvement of the complaints handling process and the quality of products should be a permanent objective of the CMSP.
      July 2010