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Customer Complaint Policy

Customer Complaint Policy Template for Malaysia

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Key Requirements PROMPT example:

Customer Complaint Policy

"I need a Customer Complaint Policy for my new e-commerce business in Malaysia, launching in January 2025, that covers both online and social media complaints while ensuring compliance with Malaysian e-commerce regulations."

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Document background
The Customer Complaint Policy serves as a crucial document for businesses operating in Malaysia, establishing standardized procedures for managing customer grievances effectively and legally. This document becomes necessary when organizations need to ensure consistent handling of customer complaints across all channels and departments, while maintaining compliance with Malaysian consumer protection laws, including the Consumer Protection Act 1999 and Personal Data Protection Act 2010. The policy includes comprehensive guidelines on complaint reception, investigation processes, resolution timeframes, and escalation procedures, helping organizations maintain positive customer relationships while minimizing legal and reputational risks. It's particularly important in the Malaysian context where consumer rights are increasingly protected and businesses must demonstrate their commitment to fair and efficient complaint resolution.
Suggested Sections

1. Purpose and Scope: Clearly states the objective of the policy and its application scope, including which customers, products, and services it covers

2. Policy Statement: The organization's commitment to handling complaints fairly, efficiently, and professionally

3. Definitions: Clear definitions of key terms used throughout the policy, including what constitutes a complaint

4. Complaint Lodgment Procedures: Detailed information on how customers can submit complaints, including various channels and required information

5. Response Timeframes: Specific timeframes for acknowledging and resolving different types of complaints

6. Investigation Process: Steps taken to investigate complaints, including information gathering and analysis procedures

7. Resolution and Remedies: Types of resolutions available and how decisions are made

8. Escalation Procedures: Process for escalating unresolved complaints to higher authorities or external bodies

9. Record Keeping: Details of how complaint information is recorded, stored, and maintained

10. Privacy and Confidentiality: How customer information is protected during the complaint handling process

Optional Sections

1. Industry-Specific Compliance: Include when the business operates in regulated industries like financial services or healthcare

2. Social Media Complaints Handling: Include for businesses with significant social media presence

3. Multi-language Complaint Handling: Include for businesses serving diverse linguistic communities

4. Special Assistance Provisions: Include procedures for handling complaints from vulnerable customers or those requiring special assistance

5. Service Recovery Program: Include if the organization has a specific program for compensation or goodwill gestures

6. Staff Training and Resources: Include for larger organizations with dedicated complaint handling teams

Suggested Schedules

1. Complaint Form Template: Standard form for recording customer complaints

2. Contact Information: List of relevant contact details for complaint handling team and external bodies

3. Complaint Categories Matrix: Classification of different types of complaints and their handling procedures

4. Escalation Matrix: Detailed hierarchy and timeframes for complaint escalation

5. Sample Response Templates: Standardized templates for acknowledging and responding to common complaints

6. Regulatory Requirements Reference: Summary of relevant legal and regulatory requirements affecting complaint handling

Authors

Alex Denne

Head of Growth (Open Source Law) @ tiktok³ÉÈË°æ | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

alex.den.21@genieai.co
Relevant legal definitions

























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Relevant Industries

Retail

Financial Services

Healthcare

Telecommunications

E-commerce

Hospitality

Manufacturing

Professional Services

Education

Transportation

Real Estate

Food and Beverage

Relevant Teams

Customer Service

Legal

Compliance

Operations

Quality Assurance

Risk Management

Training and Development

Front Office

Corporate Communications

Customer Experience

Retail Operations

Branch Operations

Relevant Roles

Customer Service Manager

Compliance Officer

Quality Assurance Manager

Customer Experience Director

Operations Manager

Risk Management Officer

Branch Manager

Customer Relations Executive

Legal Counsel

Chief Operating Officer

Training Manager

Customer Support Representative

Retail Manager

Service Delivery Manager

Industries






Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

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