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Contact us if you require assistance in implementing Customer Centric behaviour MC 3
COMPLAINT PROCESS Step 5 – Outcome
Previous MENU 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
YES
Resolved ? 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 5 – Outcome - If the complaint is resolved to the satisfaction of the Complainant then the Supplier must send a report to the CGSO giving details - If the complain could not be resolved then the Supplier must send a report to the CGSO detailing the reasons for failing to reach resolution and, in the case of a matter where the complainant directly approached the supplier, instruct the Complainant  of their right to refer the matter to the CGSO and provide them with the CGSO’s contact details.
© Mveledzandivho Consulting
COMPLAINT PROCESS Step 5 – Outcome
Previous MENU 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
YES
Resolved ? 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 5 – Outcome - If the complaint is resolved to the satisfaction of the Complainant then the Supplier must send a report to the CGSO giving details - If the complain could not be resolved then the Supplier must send a report to the CGSO detailing the reasons for failing to reach resolution and, in the case of a matter where the complainant directly approached the supplier, instruct the Complainant  of their right to refer the matter to the CGSO and provide them with the CGSO’s contact details.
Contact us if you require assistance in implementing Customer Centric behaviour MC 3

Participants Training

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