Process for complaint resolution. i. The licensee shall ensure that the consumer complaint handling mechanism specifies that upon receipt of a complaint from any customer, the complaint shall be recorded and allocated a unique identifier code (reference number). A query resolved within an initial call cycle may not be ticketed and need not be recorded in the database. ii. The record of the complaint should identify the remedy sought by the complainant and any other information necessary for the effective handling of the complaint including the following: a) A description of the complaint and relevant supporting data; b) The requested remedy; c) The products or services complained about; d) The due date for a response; e) Immediate action taken (if any)
Appears in 4 contracts
Samples: Regional Public Service Provider Licence Agreement, National Public Service Provider License Agreement, Regional Public Infrastructure Provider License Agreement
