| 4.3 Fulfilment
21 Complaint Handling | |
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| 4.3.21 Complaint Handling: | | Even though we do everything possible to eliminate complaints, it is still a legal requirement to provide customers with a formal complaint procedure. | | Approved users are asked to use the support request facility. | | Other people are asked to use the contact us facility. |
| Support: | | Every person who can sign in is provided with access to the support icon and can rapidy send a formal message to support services. | | Each support message is automatically acknowledged to the authors email address so they have a written record of what has been provided. | | A support request cannot be deleted and every change can be viewed by all users, so nothing can be hidden by overtyping. |
| Contact Us: | | Every bespoke web site has a "contact us" form where a message can be rapidly and formally sent to the company owners. | | Where the author chooses to provide a valid email address, then that person will automatically get a written copy of the message by return. |
| Response: | | We have a single point of contact for all matters with each customer - every complaint will be directed towards the appointed account manager and shall be responded by that appointed account manager within 24 hours. The objective is that a single point of contact with every message communicated enables all parties to monitor each and every message without the possibility of a message missing out a critical party. The old fashioned way of numerous people copied on every email leads to disk space utilization problems that have been resolved with these improved methods of working. | | Depending on the nature of the complaint, service levels may need to be adjusted and user interface specifications may need to be changed. | | Where data is changed by defective system logic, then powerful computers will be used to correct such historic defects from archive and log records. |
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