Customer has complaint
Customer finds Complaint form (Online
or at FOH)
Customer Fills out and submits
Complaints form
Complaints form gets loaded/ lodged
to Complaints Management Team (?)
Formally request to
Formally request to
notify others to feed
Complaints Management Team (?)
notify others to feed
into process
briefly review
into process
Formally
Complaints Management Team (?)
Complaints Management Team (?)
Formally
request
distribute complaint to accountable
notify others who may need to
request
Where possible,
reassignment
person
feedback into complaint process e.g.
expert
reassignment
Manager discusses
with notified person
Where possible,
Accountable person updates internal
If no notes added or
Manager discusses
notes in Complaints Log regularly with
Notified person updates internal notes
update provided on
with accountable
relevant information, any contact
regularly with relevant information, any
complaints log within
person
Escalated to
points, est. timeframes, what’s been
internal contact points, suggested
first 15 day period, or
Manager
done
timeframes, what’s been done etc.
within 15 days of
information being
If no notes added or
requested of them by
Escalated to
update provided on
Accountable person
Accountable person reviews internal
Manager
complaints log within
log
ANY 15 day period
Resolution able to be
Resolution unable to be
achieved by Day 30/
achieved by Day 30 /
updated timeframe
updated timeframe
Resolution given to customer
Why unable to meet timeframes, and
updated timeframes given to customer
Resolution added to complaints log
Document Outline
