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© Mveledzandivho Consulting
Contact us if you require assistance in implementing Customer Centric behaviour MC 3
COMPLAINT PROCESS Step 4 - Supplier contacts the Complainant
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 4 - Supplier contacts the Complainant - Supplier contacts the Complainant to clarify any issue, to ascertain the essence of the Complaint and to attempt to settle the Complaint to the reasonable satisfaction of the Complainant. - This will, in most cases, lead to an investigation by the Supplier and a process of negotiation with the Complainant. -  This process must not, however, be prolonged and there must be resolution within 15 Business days (or an extended period agreed to by both parties)
© Mveledzandivho Consulting
COMPLAINT PROCESS Step 4 - Supplier contacts the Complainant
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 4 - Supplier contacts the Complainant - Supplier contacts the Complainant to clarify any issue, to ascertain the essence of the Complaint and to attempt to settle the Complaint to the reasonable satisfaction of the Complainant. - This will, in most cases, lead to an investigation by the Supplier and a process of negotiation with the Complainant. -  This process must not, however, be prolonged and there must be resolution within 15 Business days (or an extended period agreed to by both parties)
Contact us if you require assistance in implementing Customer Centric behaviour MC 3

Participants Training

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