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© Mveledzandivho Consulting
Contact us if you require assistance in implementing Customer Centric behaviour MC 3
COMPLAINT PROCESS Step 1 - Customer Complains
Next Complaint Logged by Supplier Complaint Received by CGSO – if within its jurisdiction it will refer it to the Supplier Complains Directly to Supplier Complaint referred to Supplier - 15 days to resolve Complains to CGSO Supplier contacts the Complainant, investigate & resolve if possible (15 days) Acknowledgement of receipt of complaint referral sent to CGSO within 2 days If the Complaint was referred by the CGSO then the Supplier must inform them of the outcome Resolved ? YES NO If the Supplier cannot resolve the complaint within 15 days then they must inform the Complainant of their right to take the matter to the CGSO and also inform the CGSO of this outcome Investigation Process by CGSO Consumer Complains Start If not within the CGSO’s jurisdiction then referred to appropriate body
Step 1 - Consumer Complains - The Consumer would normally complain to the Supplier and, in most cases, there would be a satisfactory resolution of the complaint. However, should they not get a satisfactory response then the Supplier is obliged to refer them to the CGSO. - If the Consumer did not attempt to resolve the matter with the Supplier before coming to the CGSO then they will usually be referred back to the Supplier.
© Mveledzandivho Consulting
COMPLAINT PROCESS Step 1 - Customer Complains
Next Complaint Logged by Supplier Complaint Received by CGSO – if within its jurisdiction it will refer it to the Supplier Complains Directly to Supplier Complaint referred to Supplier - 15 days to resolve Complains to CGSO Supplier contacts the Complainant, investigate & resolve if possible (15 days) Acknowledgement of receipt of complaint referral sent to CGSO within 2 days If the Complaint was referred by the CGSO then the Supplier must inform them of the outcome Resolved ? YES NO If the Supplier cannot resolve the complaint within 15 days then they must inform the Complainant of their right to take the matter to the CGSO and also inform the CGSO of this outcome Investigation Process by CGSO Consumer Complains Start If not within the CGSO’s jurisdiction then referred to appropriate body
Step 1 - Consumer Complains - The Consumer would normally complain to the Supplier and, in most cases, there would be a satisfactory resolution of the complaint. However, should they not get a satisfactory response then the Supplier is obliged to refer them to the CGSO. - If the Consumer did not attempt to resolve the matter with the Supplier before coming to the CGSO then they will usually be referred back to the Supplier.
Contact us if you require assistance in implementing Customer Centric behaviour MC 3

Participants Training

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