Complaints:
- Complaints through letter/ email / telephonic
- Check relevancy of department and keeps it in a separate file.
- Hand over to the concerned department and analyze the complaints.
- Take corrective actions for complaints & related risks.
- Confirm and verify the problem it is solved or not. If not solved then revise the above procedure.
- Verify and validate the queries.
- Acknowledgement of customer on raised query solution.
- Once the Corrective and Preventive Action is closed, feedback is given to the customer regarding complaints.
- Maintain Complaints log as (Potential/non-potential/repetition)
Feedback:
- Customer feedback forms (unique #) sends it to customer after delivery of service at least once in every six months.
- HOD of the concerned department receives back the form. Keeps it in a separate file.
- Concerned department analyses the feedback.
- Take corrective action against results of feedback & related risks
- Confirm and verify the problem it is solved or not related to negative feedback. If not solved then revise then consider to solve.
- Verify and validate the queries.
- Acknowledgement by customer on incorporated feedback.