The Complaint Resolution Policy serves as a fundamental document for organizations operating in the UAE, establishing standardized procedures for handling customer grievances and disputes. This policy is essential for ensuring compliance with UAE Federal Law No. 15 of 2020 on Consumer Protection and related regulations, while maintaining customer satisfaction and protecting business interests. The document outlines comprehensive procedures for complaint intake, investigation, resolution, and appeals, incorporating UAE-specific requirements and cultural considerations. It is particularly crucial given the UAE's strong emphasis on consumer rights and the potential reputational and legal implications of inadequate complaint handling. The policy includes specific provisions for documentation, communication protocols, and escalation procedures, ensuring alignment with both local regulatory requirements and international best practices.
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1. Purpose and Scope: Defines the objective of the policy and its application scope, including which types of complaints it covers and which entities/departments it applies to
2. Definitions: Clear definitions of key terms used throughout the policy, including what constitutes a complaint, who is a complainant, various complaint categories, and resolution terms
3. Guiding Principles: Core principles of the complaint handling process, including fairness, objectivity, confidentiality, and accessibility
4. Roles and Responsibilities: Detailed description of responsibilities for all parties involved in the complaint handling process, from front-line staff to senior management
5. Complaint Lodgment Process: Step-by-step procedure for how complaints can be submitted, including various channels and required information
6. Complaint Handling Procedure: Detailed process for how complaints will be processed, investigated, and resolved, including timeframes
7. Communication Protocol: Guidelines for communicating with complainants throughout the process, including acknowledgment, updates, and final responses
8. Record Keeping Requirements: Specifications for documenting and maintaining complaint records in compliance with UAE regulations
9. Escalation Procedures: Process for escalating unresolved complaints and handling appeals
1. Special Categories of Complaints: Include when the organization deals with sensitive complaints requiring special handling (e.g., medical, financial services)
2. External Resolution Bodies: Include when specific external bodies or regulators may need to be involved in complaint resolution
3. Multi-language Complaint Handling: Include when the organization operates in multiple languages or serves a diverse customer base
4. Social Media Complaints: Include when the organization actively manages complaints received through social media platforms
5. Service Recovery Procedures: Include when the organization has specific compensation or remediation policies
1. Complaint Form Template: Standard form for logging complaints, including all required fields and information
2. Complaint Categories Matrix: Classification of different types of complaints and their corresponding handling procedures
3. Response Time Standards: Detailed timeframes for different types of complaints and resolution stages
4. Escalation Matrix: Hierarchical structure showing escalation levels and corresponding authority levels
5. Contact Information: List of relevant contact details for complaint handling team and external bodies
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