Transcription of Customer Complaint Policy and Procedure
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Department of Agriculture and Fisheries OFFICIAL Customer Complaint Policy and Procedure Owner: HUMAN RESOURCES CHA/2015/1537 Last reviewed: 13/01/2020 Version: Contents 1. Purpose .. 2 2. Scope .. 2 3. Out of Scope .. 2 4. Key Principles for Customer Complaint Resolution .. 2 5. Policy Commitment .. 3 6. What is a Complaint and what is not a Complaint ? .. 3 7. Making a Customer Complaint .. 4 8. Possible Outcomes to a Customer Complaint .. 4 9. Support for Making a Complaint and Participating in the Complaint Management Process .. 5 10. Where and How a Complaint can be 5 11. Complainant Responsibilities .. 5 12.
• making professional complaint management a priority for the department; • promoting a workplace culture that accepts customer complaints as an opportunity to improve systems, procedures, and processes to provide a high level of customer service.
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