The Complaint Resolution Policy serves as a critical operational document that ensures organizations maintain consistent and fair practices in handling customer complaints while complying with Malaysian legislation. This policy becomes necessary when organizations need to establish standardized procedures for managing customer feedback and resolving disputes effectively. It addresses requirements under the Malaysian Consumer Protection Act 1999, Personal Data Protection Act 2010, and relevant industry-specific regulations. The policy typically includes comprehensive guidelines for complaint handling procedures, response timeframes, documentation requirements, and escalation protocols. It's particularly important for organizations seeking to maintain high customer service standards while protecting themselves legally and meeting regulatory obligations.
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1. Purpose and Scope: Defines the objective of the policy and its application scope, including who it applies to and what types of complaints are covered
2. Definitions: Clear definitions of key terms used throughout the policy, including what constitutes a complaint, complainant, resolution, etc.
3. Principles: Core principles guiding complaint handling, such as fairness, accessibility, responsiveness, objectivity, and confidentiality
4. Rights and Responsibilities: Outlines the rights of complainants and the responsibilities of the organization in handling complaints
5. Complaint Handling Process: Step-by-step procedure for receiving, recording, investigating, and resolving complaints
6. Timeline Requirements: Specified timeframes for acknowledging complaints, providing updates, and resolving issues
7. Documentation and Record Keeping: Requirements for recording and maintaining complaint records, including data protection considerations
8. Review and Improvement: Process for regularly reviewing and improving the complaint handling system
1. Industry-Specific Requirements: Additional requirements specific to regulated industries or sectors
2. External Dispute Resolution: Information about external dispute resolution bodies and when to escalate complaints externally
3. Social Media Complaints: Specific procedures for handling complaints received through social media channels
4. Multi-language Provisions: Requirements for handling complaints in different languages, relevant for organizations serving diverse communities
5. Special Categories of Complaints: Procedures for handling sensitive complaints or those requiring special attention
6. Staff Training Requirements: Specific training requirements for staff handling complaints
1. Complaint Form Template: Standard form for recording complaint details
2. Complaint Handling Flowchart: Visual representation of the complaint handling process
3. Response Time Matrix: Table showing required response times for different types of complaints
4. Escalation Matrix: Chart showing the hierarchy and contact details for complaint escalation
5. Sample Response Templates: Templates for standard communications during the complaint handling process
6. Privacy and Data Protection Guidelines: Detailed guidelines for handling personal information in complaints
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