A complaint management process is a set of procedures used in organisations to address customer's issues and complaints and to resolve disputes.
Buyers want reassurance that should any issue arise with the delivery of the service, the supplier will respond rapidly and efficiently to resolve it. Having a documented Complaint Management Process shows that your company has an established procedure and assigned responsibilities for responding to client complaints.
The Complaints Management Process should:
- Provide a framework for the management of complaints, with a clearly-defined sequence of actions.
- Assign responsibility for reporting and responding to complaints, including procedures for escalating issues to higher levels of management.
- Establish conditions and timeframes for reviewing and responding to complaints.
- Provide specific feedback and improvement mechanisms whereby it can be confirmed that the issue has been resolved to the client's satisfaction.
It is a good idea to include a statement of your company's complaint management process in your tender response, even if not specifically requested to do so. This would typically be included in the section of your response dealing with Contract Management.
Below is a template Complaint Management Process which you can modify to suit your own business context.