The Customer Complaint Handling Policy serves as a crucial document for businesses operating in the UAE, where consumer protection and service excellence are heavily emphasized by regulatory authorities. This policy is essential for ensuring compliance with Federal Law No. 15 of 2020 on Consumer Protection and various emirate-level regulations. It provides a structured framework for managing customer grievances, maintaining required documentation, and meeting statutory obligations for complaint resolution. The document becomes particularly important given the UAE's diverse consumer base and the need for standardized approaches to complaint handling across different channels, including traditional and digital platforms. Organizations implement this policy to demonstrate their commitment to customer satisfaction while protecting themselves against regulatory non-compliance.
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1. Purpose and Scope: Clearly states the objective of the policy and its application across the organization, including which types of complaints are covered
2. Policy Statement: High-level commitment to customer satisfaction and fair complaint resolution, including alignment with UAE consumer protection principles
3. Definitions: Clear definitions of key terms including 'complaint', 'complainant', 'resolution', and other relevant terminology used throughout the policy
4. Guiding Principles: Core principles of complaint handling including fairness, objectivity, confidentiality, and compliance with UAE regulations
5. Roles and Responsibilities: Detailed breakdown of responsibilities for different staff members and departments in the complaint handling process
6. Complaint Handling Process: Step-by-step procedures for receiving, recording, investigating, and resolving complaints, including timeframes
7. Response Times: Specific timeframes for acknowledging and resolving different types of complaints, aligned with UAE regulatory requirements
8. Escalation Procedures: Clear hierarchy and process for escalating unresolved complaints or serious issues
9. Documentation and Recording: Requirements for recording and maintaining complaint records in compliance with UAE law
10. Customer Communication: Guidelines for communicating with customers throughout the complaint process, including templates and tone of voice
1. Digital Complaint Channels: Specific procedures for handling complaints received through digital channels, necessary if the organization offers online services
2. Industry-Specific Requirements: Additional requirements specific to regulated industries (e.g., financial services, healthcare, telecommunications)
3. Multi-language Provisions: Guidelines for handling complaints in different languages, particularly relevant for organizations serving diverse expatriate communities
4. Social Media Complaint Handling: Specific procedures for managing complaints received through social media platforms, necessary for organizations with social media presence
5. VIP Customer Procedures: Special handling procedures for VIP or premium customers, relevant for organizations with tiered customer service levels
1. Complaint Form Template: Standardized form for recording customer complaints, including all necessary fields required by UAE regulations
2. Response Templates: Standard templates for acknowledging complaints and providing updates in both Arabic and English
3. Escalation Matrix: Detailed breakdown of escalation levels, including contact information and response times
4. Regulatory Reporting Templates: Templates for required regulatory reporting of complaint statistics and resolutions
5. Customer Rights Guide: Summary of customer rights under UAE consumer protection laws and organizational policy
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