Effective Date: 01st May 2019
Copyright© 2019 by ITC
The information contained herein is proprietary and confidential information for the use of Integrated Telecom Company, personnel only. No part of these materials should be reproduced, published in any form by any means, electronic or mechanical including photocopy or any information storage or retrieval system nor should the materials be disclosed to third parties unless previously authorized in writing by Integrated Telecom Company. Product names mentioned herein are for identification purposes only and may be Trademarks and/or Registered Trademarks of their respective companies. This document is proprietary and confidential for Integrated Telecom Company.
This policy establishes a general complaint handling process. It provides guidelines for complainants and complaint recipients.
The aim of the policy is to:
The contact center & business care department is committed to:
To support the complaint, process the contact center / business care department will also actively seek feedback from customers through regular surveys to ascertain general levels of satisfaction with the level and quality of services provided.
The policy and related resolution processes/guidelines are equally applicable when dealing with complaints from either external or internal customers, public sector agencies, other organizations or the public.
The contact center / business care department, in respect to the following matters, will:
A complaint is an expression of dissatisfaction made to an organization related to its products or the complaints-handling process itself, where a response or resolution is explicitly or implicitly expected.
ITC recognize that complaints give us a unique opportunity to retain dissatisfied customers and maintain our reputation for high quality of products and services
ITC provide customers, personnel, and other interested parties with publicly available information on how and where to complain and encourage them to give us both affirmative and critical feedback
ITC ensure that its complaint handling process is easy to use, efficient, fair, free of charge, and accessible to all complainants even those with disabilities and special needs
ITC protect the complainant’s rights, confidentiality and privacy. We promptly acknowledge receipt of complaints, and keep complainants informed of the progress, changes, and decisions in regarding their complaints
ITC continually analyze both justified and unjustified complaints with the goal of improving the quality of its product and customer service
ITC top management team periodically reviews the performance of complaints handling process, policy, and objectives to ensure their effectiveness and continuing suitability