The Customer Complaint Handling Policy serves as a fundamental document for organizations operating in India, designed to ensure compliance with the Consumer Protection Act 2019 and related regulations while maintaining effective customer service standards. This policy becomes essential when organizations need to establish or update their complaint handling procedures, particularly in response to regulatory changes or business growth. It provides comprehensive guidelines for handling customer grievances, including receipt, investigation, resolution, and documentation of complaints. The policy is structured to accommodate both traditional and digital complaint handling methods, making it relevant for modern business operations while ensuring compliance with Indian legal requirements. It should be regularly reviewed and updated to reflect changes in consumer protection laws and evolving business practices.
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: States the objective of the policy and its application scope, including which types of complaints are covered
2. Definitions: Defines key terms used throughout the policy, including what constitutes a complaint, complainant, resolution, etc.
3. Policy Statement: Overview of the organization's commitment to effective complaint handling and customer satisfaction
4. Guiding Principles: Core principles of complaint handling including fairness, objectivity, confidentiality, and accessibility
5. Complaint Handling Process: Step-by-step process for receiving, recording, and handling complaints
6. Response Timeframes: Specified timeframes for acknowledging and responding to complaints at various stages
7. Escalation Procedure: Clear pathway for escalating unresolved complaints to higher authorities
8. Rights and Responsibilities: Outlines rights and responsibilities of both complainants and the organization
9. Record Keeping: Requirements for documenting and maintaining complaint records
10. Review and Improvement: Process for regular review and improvement of the complaint handling system
1. Industry-Specific Requirements: Additional requirements specific to regulated industries (e.g., financial services, healthcare)
2. Digital Complaint Handling: Procedures specific to online complaint submission and handling, relevant for organizations with significant digital presence
3. International Complaint Handling: Additional procedures for handling international customer complaints, relevant for organizations with global operations
4. Special Categories of Complaints: Procedures for handling sensitive complaints or those from vulnerable customers
5. Staff Training: Details of staff training requirements for complaint handling, particularly relevant for larger organizations
6. Quality Assurance: Procedures for monitoring and ensuring quality in complaint handling, suitable for larger organizations
1. Complaint Form Template: Standard template for recording customer complaints
2. Complaint Register Format: Template for maintaining the complaint register as required by law
3. Escalation Matrix: Detailed hierarchy and contact information for complaint escalation
4. Response Templates: Standard templates for acknowledging and responding to complaints
5. Process Flowchart: Visual representation of the complaint handling process
6. Regulatory References: List of relevant sections from Consumer Protection Act 2019 and other applicable regulations
Find the exact document you need
Appeals And Complaints Policy
An India-compliant policy document establishing procedures for handling complaints, grievances, and appeals within organizations, aligned with local legislation and regulatory requirements.
Download
Customer Complaint Handling Policy
A policy document outlining customer complaint handling procedures in accordance with Indian consumer protection laws and regulations.
Download
Vexatious Complaints Policy
An India-specific policy framework for identifying and managing vexatious complaints while ensuring compliance with local laws and protecting legitimate complainant rights.
Download
Company Complaints Policy
An internal policy document outlining complaint handling procedures and compliance requirements for organizations operating in India.
Download
Complaints Handling Policy
A comprehensive policy document outlining complaint handling procedures and responsibilities in compliance with Indian consumer protection laws and regulations.
Download
Complaint Process Policy
A standardized policy document for managing customer complaints in compliance with Indian consumer protection laws and regulations.
Download
Student Complaints And Grievances Policy
An Indian jurisdiction policy document outlining procedures for handling student complaints and grievances in educational institutions, compliant with UGC and AICTE regulations.
Download
Student Grievance Resolution Policy
An Indian education sector policy document establishing procedures for addressing and resolving student grievances in compliance with UGC guidelines and state regulations.
Download
Complaints Policy For Schools
A policy document outlining procedures for handling complaints in Indian educational institutions, compliant with national education laws and regulations.
Download
Student Complaint Policy
A comprehensive policy for handling student complaints in Indian educational institutions, compliant with national education regulations and UGC guidelines.
Download
Consumer Complaint Policy
A comprehensive policy document outlining consumer complaint handling procedures and mechanisms in compliance with Indian consumer protection laws.
Download
Complaint Resolution Policy
An Indian law-compliant policy document establishing standardized procedures for handling and resolving customer complaints.
Download
Complaints Management Policy
An internal policy document outlining complaint handling procedures and responsibilities in compliance with Indian consumer protection laws and regulations.
Download
Anonymous Complaint Policy
An India-compliant policy framework for handling anonymous complaints and protecting whistleblowers within organizations.
Download
Customer Complaint Policy
A policy document establishing customer complaint handling procedures in compliance with Indian consumer protection laws.
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)