Complaints Handling Process

COMPLAINTS HANDLING PROCESS.

The LTR Complaints and Claims management system is made up of a series of stages:

Reception of the complaint

The objective of this section is to define and make LTR customers aware of the channels or procedures through which they can express a complaint or claim. For this, two fundamental factors are considered, such as visibility (internal and external) and accessibility.

For this, there is a complaints form, with which customers can express their complaint or claim. The ISO 10002:2015 standard establishes the fields that must include:

• Claimant details.
• Description of the product or service and, if possible, the reference number (report number).
• Object and facts underlying the claim.
• If you request a solution.
• Date and signature.
• A “attachments” section, such as photos or documents that support the incident.

After receiving the form from LTR, the treatment and management of the complaint is carried out, recording the following fields:

• Identification code of the complaint or claim.
• Client data.
• Description of the complaint or claim.
• Solution requested by the client.
• Products or services of the company that are the subject of the complaint or claim.
• Deadline for response to the complaint or claim.
• Data on people, department, etc. related to the complaint or claim.
• Immediate action established.

Analysis and evaluation of the complaint or claim

All analyzes and investigations are carried out regarding the circumstances and information related to the complaint or claim, including the people involved. In this way, all the necessary evidence is obtained for subsequent decision making.

The “5 Whys” methodology is used to analyze complaints or claims. Thus, there are a considerable number of possible answers, including:

• Refunds
• Replacement
• Repairs
• Substitutions
• Technical assistance
• Information
• Compensation
• Apologies

Taking corrective and preventive actions

Firstly, the data and information extracted from the first stages will be considered and then the actions to be carried out by the organization to resolve the complaint or claim will be decided.

The decision is made jointly with the parts of the organization involved, that is, both management and personnel involved, with the role of management being essential.

Complaints and claims can be useful for us to:

• Improve the company's service or process.
• Evaluate our level of customer service.
• Coordinate efforts with other areas or departments.
• Use complaints or claims for marketing.
• Show willingness to work for excellence.

Inform the client about the status or situation of the complaint

• Relevant data about the complaint, claim or suggestion.
• Sufficient reasons for the decision that has finally been made.
• Deadlines for compliance with the resolution.
• Any modification that has been made as a result of the complaint or claim.
• Recognition and/or thanks to the user for their participation.