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Table of Contents CUSTOMER FEEDBACK POLICY ............................................................................................................................................3
Scope............................................................................................................................................................................................3
Authority ....................................................................................................................................................................................3
Matters that are managed outside of the Customer Feedback Framework ....................................................3
Anonymous Feedback ...........................................................................................................................................................5
Complaints Management Model .......................................................................................................................................5
Guiding Principles ..................................................................................................................................................................6
Managing Unreasonable Conduct ................................................................................................................................. 13
Definitions .............................................................................................................................................................................. 13
APPENDIX: – Feedback not covered by this Policy ................................................................................................ 16