COMPLAINTS HANDLING AND DISPUTE RESOLUTION SYSTEM DESIGNS

A complaint is an expression of dissatisfaction by a service consumer to the provider related to the ser vice provider’s operations, processes, policies, employees. If unmanaged or mishandled, it may escalate into a dispute. 

International and domestic consumer protection laws makes it an obligation for service providers to institute complaints handling and Dispute resolution systems. It is also a requirement of good business practice that ensure quality service control and achieve customer satisfaction for the services provided Therefore, it is pertinent for a Company to have a robust internal system in terms of infrastructures and tools to enable timely recording, acting upon, and resolving a complaint and a dispute, referring dissatisfied complainant to external dispute resolution or complaint handling bodies, and conducting regular monitoring and evaluation of the system to ensure its propriety and efficiency. The advantage of a working complaints handling system and dispute resolution is that it is one of the legal and regulatory compliance plus, it serves company’s time and resources that would otherwise be spent in external involvement and it helps to keep a happy and satisfied clientele.

If you choose GAFF, you will be assisted in the development and maintenance of highly performing, and tailor-made system to handle complaints and disputes. On the basis of our philosophy of empowerment consultation, we will ensure your staff have requisite capacity to manage the systems and infrastructures and we will be there to provide any support required in any of the processes.