The Complaint Resolution Policy serves as a critical governance document for organizations operating in Singapore, establishing standardized procedures for handling customer grievances and disputes. This policy is essential for maintaining compliance with Singapore's regulatory requirements, including the PDPA and CPFTA, while ensuring consistent and fair treatment of all complaints. The document outlines specific procedures for complaint submission, investigation, resolution, and appeals, incorporating industry best practices and local regulatory requirements. Organizations implement this policy to demonstrate their commitment to customer service excellence and regulatory compliance.
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1. Purpose and Scope: Defines the objective of the policy and its application scope
2. Definitions: Key terms used throughout the policy
3. Complaint Lodgment Process: Steps for submitting complaints and required information
4. Response Timeframes: Standard response times for different types of complaints
5. Investigation Process: Steps taken to investigate complaints
6. Resolution Process: Methods and approaches for resolving complaints
7. Appeals Process: Procedures for appealing decisions
1. Industry-Specific Procedures: Additional procedures based on industry requirements - used when operating in regulated industries
2. External Dispute Resolution: References to external dispute resolution bodies - used when external resolution options are available
3. Special Circumstances: Handling of unusual or complex complaints - used for organizations handling diverse complaint types
1. Complaint Form Template: Standard form for lodging complaints
2. Response Time Matrix: Detailed breakdown of response times by complaint type
3. Escalation Matrix: Contact details and hierarchy for complaint escalation
4. External Resources: List of relevant external dispute resolution bodies and contacts
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