Complaints Handling Process

If you have a grievance and would like to report a complaint you can use the contact us function/ tab of the website. The process of handling complaints or negative feedback is as summarized below:

Some complaints are perceptions/ not valid & may not require RCA/ corrective actions; some may become inputs into risk management &/ or continual improvement processes; complaints not belonging to the recipient department are notified to respective heads.  

**Assignee should be impartial i.e. independent of the complaint e.g. if they are the subject of the complaint, the assignee to investigate should be someone else.

Abbreviations: QM: Quality manager; RCA: Root cause analysis.

SOURCE: QSP on complaint management and customer satisfaction


Complaint Handling Process