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© Mveledzandivho Consulting
Contact us if you require assistance in implementing Customer Centric behaviour MC 3
COMPLAINT PROCESS Step 2 - Complaint Received by CGSO
Previous 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 2 - Complaint Received by CGSO – if within its jurisdiction it will refer it to the Supplier - If the complaint is within its jurisdiction the CGSO will capture all the details of the complaint and then refer it to the Supplier instructing it of its obligation to resolve the complaint within 15 business days. - If the complaint falls outside its jurisdiction then the CGSO will refer the Complainant to the relevant body.
© Mveledzandivho Consulting
COMPLAINT PROCESS Step 2 - Complaint Received by CGSO
Previous 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 2 - Complaint Received by CGSO – if within its jurisdiction it will refer it to the Supplier - If the complaint is within its jurisdiction the CGSO will capture all the details of the complaint and then refer it to the Supplier instructing it of its obligation to resolve the complaint within 15 business days. - If the complaint falls outside its jurisdiction then the CGSO will refer the Complainant to the relevant body.
Contact us if you require assistance in implementing Customer Centric behaviour MC 3

Participants Training

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