The Complaints Handling Policy is an essential document for organizations operating in Belgium, designed to ensure compliance with both Belgian and EU regulatory requirements while providing a structured approach to managing customer grievances. This policy becomes necessary when organizations need to establish or update their complaint management procedures to align with Book XVI of the Belgian Code of Economic Law and EU consumer protection directives. The document outlines specific procedures for complaint receipt, processing, and resolution, incorporating requirements for data protection under GDPR and Belgian privacy laws. It serves as a comprehensive guide for staff while providing transparency to customers about their rights and the complaint handling process. The policy is particularly crucial for organizations seeking to maintain high customer service standards while ensuring regulatory compliance in the Belgian market.
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
Your data doesn't train Genie's AI
You keep IP ownership of your docs
1. Purpose and Scope: Defines the objective of the policy and its application scope, including types of complaints covered
2. Definitions: Clear definitions of key terms like 'complaint', 'complainant', 'resolution', and other relevant terminology
3. Legal Framework: Reference to relevant Belgian and EU legislation governing complaints handling
4. Principles: Core principles of complaints handling: fairness, objectivity, confidentiality, accessibility, and timeliness
5. How to Submit a Complaint: Clear instructions on all available channels for submitting complaints
6. Complaint Processing Procedure: Step-by-step process from receipt to resolution, including timeframes
7. Rights and Responsibilities: Rights of complainants and responsibilities of both parties during the process
8. Response Times: Mandatory timeframes for acknowledging and responding to complaints
9. Data Protection: How personal data is handled during the complaints process, aligned with GDPR requirements
10. Record Keeping: Documentation requirements and retention periods for complaints records
11. Escalation Process: Internal and external escalation procedures when initial resolution is not satisfactory
1. Industry-Specific Procedures: Additional procedures required for specific regulated sectors (e.g., financial services, healthcare)
2. Multiple Language Policy: Specific provisions for handling complaints in different languages, relevant for organizations operating across Belgian linguistic regions
3. Social Media Complaints: Specific procedures for handling complaints received through social media channels
4. Compensation Framework: Guidelines for when and how compensation may be offered, if applicable to the organization
5. Quality Assurance: Procedures for monitoring and improving the complaints handling process
6. Staff Training: Training requirements and procedures for staff handling complaints
1. Complaint Form Template: Standardized form for submitting complaints
2. Contact Information: List of relevant contact points and hours of operation
3. Process Flowchart: Visual representation of the complaints handling process
4. Alternative Dispute Resolution Bodies: List of approved ADR entities and their contact details
5. Response Templates: Standard templates for acknowledging and responding to complaints
6. Regulatory Reporting Requirements: Details of mandatory reporting requirements and templates
Find the exact document you need
Company Complaints Policy
A Belgian-law compliant policy document establishing procedures and guidelines for handling customer and stakeholder complaints within an organization.
Download
Complaints Handling Policy
A Belgian law-compliant policy document establishing procedures for handling customer complaints, aligned with EU regulations and Belgian consumer protection requirements.
Download
Complaint Resolution Policy
A comprehensive complaint handling framework compliant with Belgian and EU regulations, outlining procedures for effective complaint resolution and consumer protection.
Download
Complaints Management Policy
A Belgian law-compliant policy document outlining procedures for managing customer complaints, aligned with local and EU regulations.
Download
Customer Complaint Policy
A Belgian law-compliant policy document outlining procedures for handling customer complaints, aligned with EU and Belgian federal regulations.
Download
ұԾ’s Security Promise
Genie is the safest place to draft. Here’s how we prioritise your privacy and security.
Your documents are private:
We do not train on your data; ұԾ’s AI improves independently
All data stored on Genie is private to your organisation
Your documents are protected:
Your documents are protected by ultra-secure 256-bit encryption
We are ISO27001 certified, so your data is secure
Organizational security:
You retain IP ownership of your documents and their information
You have full control over your data and who gets to see it
.png)