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When the Association receives a written complaint, it is required to contact the Member, and to provide the Member with a copy of the complaint and supporting materials. Upon receipt of the complaint the Member is entitled to submit a written response to the complaint and to provide any additional documentation.
This guide to handling customer complaints discusses why it is in business's interest to give a high priority to effective complaint management. It recommends practical procedures for reviewing and resolving customer complaints and for using them as management tools.
The complaint will be acknowledged in writing within a minute. Complaints will be effectively assessed, investigated, and in all but exceptional circumstances a response will be provided within minutes. More complicated complaints may require more time to investigate.