Customer Complain Handling Policy & Procedure

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Introduction:

————–Industries Ltd always does honor Customer’s demands and try to make satisfy them to build long-term business relation with the customers in sustainable way. So, the company always receives all types of complaint from the customer’s end and try to resolve them as priority basis. For that reason, a policy & procedure has developed in the company, named “Customer Complain / Grievance Handling Policy & Procedure”.

Reference:

• MOU between Customers & the Company
• Legal Law & Regulations
• Company COC

Scope or Target Group:

All Business Partners, Buyers, suppliers, Sub-Suppliers as well as Sub-Contractors of ————–Industries Ltd.

Commitment:

————–Industries Ltd is committed to resolve all types complain / grievances from the customer end regarding the Terms & Conditions of the business relation with the customers.

Objective:

To address all grievances as timely manner and resolve as priority basis to sustain sound relations with the customers with professionalism.

Types of Grievances:

• Mismatches of Products as per specification (i.e. – Design, Style, Color Code, etc.)
• Huge Rejection & Alter of the Products
• Low Qualities of the Product
• Delay Shipment
• Poor Support during Inspection
• Lack of Labor Standards in the Production Unit
• Doing Sub-Contracts without approval of the Customers
• Any Violation of the MOU which is made between both, Supplier & Customers
• Complaints / Grievances regarding Labor Standards addressed by the Customers and raised from the Workers / Employees of the Suppliers
• Others, if any

Communication Channel to receive Complaints / Grievances:

1. Mail (Head of Production: …………………………….., Head of Quality: …………………………,  Head of Merchandizer: ………………………………, Head of HR & Compliance: ……………………..)
2. Letter from the Supplier
3. Over Phone (Head of Production:01…………., Head of Quality: 01…………………, Head of Merchandizer: 01……………………….., Head of HR & Compliance: 01……………………..
4. Reports, etc.

Procedure:

1. Company addresses all types of grievances / complains as timely manner and solves them as top priority as well as inform the customers.
2. Company provides training to the production workers and employees regarding the development of their skills.
3. A strong monitoring mechanism is developed in the company to mitigate all grievances as timely manner and to avoid further repetition of them.
4. Some communication channels are developed in the company to receive all grievances from the customers.
5. Company designates some responsible persons to handling grievances resaid through the customers and at the same time, makes them well trained regarding their Role & Responsibility.
6. All grievances are tracked and documented for further references.
7. Company establishes Internal Monitoring Mechanism to assure that this policy and procedure is implemented effectively in the work-place.
8. This policy and procedure is reviewed once a year to make it more effective and fruitful.   

              Complain Handling Flowchart                 

 

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Responsible Person:

1. Head of Production, Head of Quality and Head of Merchandizer are designated to resolve all grievance regarding Production, Quality and Shipment.
2. Head of HR & Head of Compliance do resolve all grievances based on labor standard.
3. Head of HR does provide special training to the workers and employees based on skill development.
4. Head of Production and Head of Quality do Internal Assessment to reduce the quantity of customer’s grievance.
5. Head of Production, Head of Quality and Head of Merchandizer do evaluate this policy every year.
6. The Deputy Managing Director does approve and declare this policy.

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