Complaints Policy

Complaints Policy

Last modified 10 September 2024

 

Purpose

To provide a structured approach to handling complaints, ensuring that all concerns are managed promptly and escalated appropriately.

 

Process

1. Complaint Receipt and Initial Assessment

 

• Complaints are initially received by Reception or a customer facing member of the Business Canterbury team via email, live chat, phone or in person.

• Complaints are logged in HubSpot via Tickets under the category “Complaints” and specified under “Complaint Type”.

• Team members to ensure that the complaint type and a brief description is documented in the form, and that the complainants contact, and company details are associated with the ticket.

• Team member to verify complaints are assigned to an appropriate team member for action.

• Assigned team member to be notified of a ticket being assigned to them for resolution automatically via the HubSpot system.

 

2. Categorisation and Escalation Process

 

General Complaints

• Reception handles general feedback directly and ensures tickets are resolved.

• For complaints requiring further action, Reception to escalate them to the relevant Department Manager via HubSpot as soon as possible.

Sustainability Complaints

• Complaints related to environmental sustainability, carbon management, or Toitū compliance to be escalated directly to and assigned to the GM Operations.

• GM Operations will ensure alignment with Toitū net carbon requirements and evaluate any corrective action needed to maintain compliance.

Serious Complaints for Escalation (for Members)

• Serious complaints involving members or impacting the organisation’s reputation are escalated to the GM Operations who will work directly with the CEO to resolve.

• GM Commercial will oversee the resolution, maintaining documentation in HubSpot to ensure transparent tracking.

 

3. Resolution Process

• Action and Documentation: The responsible manager will assess, act, and document all steps in the help desk ticket taken toward resolving the complaint.

• Follow-up: After resolving, the responsible manager ensures the complainant is informed of the steps taken to resolve the issue and any process amends which were undertaken.

• Review and Continuous Improvement: Each month, complaint records are reviewed to identify trends and potential improvements to business practices and compliance with Toitū sustainability standards.

 

Conclusion

Business Canterbury is committed to addressing complaints and disputes in a fair, impartial, and timely manner. By following this policy, Business Canterbury seeks to foster a supportive and harmonious environment for its members and customers.