Response to Complaints. i. Following conclusion of every investigation, the licensee shall offer a response to the complaint, by for example correcting the problem and notifying the complainant or promising to prevent it from happening again in the future. ii. Where the Licensee finds that the complaint cannot be immediately resolved, the licensee shall have a mechanism for updating the complainant about all necessary steps being taken on the complaint, and or the right by the Complainant, if not satisfied by the way the complaint is resolved, to escalate the complaint to the Licensor for regulatory intervention. iii. The Licensee’s policy on the provision of responses may include but not be limited to: a) Fixing the specific problem; b) An apology where the complaint is justified; c) improving the aspect of service that led to the problem; d) offering to meet and explain again the service being provided, if the client is confused or misunderstands the service; e) offering compensations for either specific losses or general inconvenience; f) offering to reduce the charge or to undertake the work to rectify the situation free of charges.
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Samples: National Public Service Provider License Agreement, Communal Access Service Provider Licence Agreement
Response to Complaints. i. Following conclusion of every investigation, the licensee shall offer a response to the complaint, by for example correcting the problem and notifying the complainant or promising to prevent it from happening again in the future.
ii. Where the Licensee finds that the complaint cannot be immediately resolved, the licensee shall have a mechanism for updating the complainant about all necessary steps being taken on the complaint, and or the right by the Complainant, if not satisfied by the way the complaint is resolved, to escalate the complaint to the Licensor for regulatory intervention.
iii. The Licensee’s policy on the provision of responses may include but not be limited to:
a) Fixing the specific problem;
b) An apology where the complaint is justified;
c) improving the aspect of service that led to the problem;
d) offering to meet and explain again the service being provided, if the client is confused or misunderstands the service;
e) offering compensations for either specific losses or general inconvenience;
f) offering to reduce the charge or to undertake the work to rectify the situation free of charges.. (information to be submitted at end of the calendar year)
SECTION 01: GENERAL INFORMATION Date: ……………………………………………………………………………………………………………….. Company Name
Appears in 1 contract
Response to Complaints. i. Following conclusion of every investigation, the licensee shall offer a response to the complaint, by for example correcting the problem and notifying the complainant or promising to prevent it from happening again in the future.
ii. Where the Licensee finds that the complaint cannot be immediately resolved, the licensee shall have a mechanism for updating the complainant about all necessary steps being taken on the complaint, and or the right by the Complainant, if not satisfied by the way the complaint is resolved, to escalate the complaint to the Licensor for regulatory intervention.
iii. The Licensee’s policy on the provision of responses may include but not be limited to:
a) Fixing the specific problem;
b) An apology where the complaint is justified;
c) improving the aspect of service that led to the problem;
d) offering to meet and explain again the service being provided, if the client is confused or misunderstands the service;
e) offering compensations for either specific losses or general inconvenience;
f) offering to reduce the charge or to undertake the work to rectify the situation free of charges.. (information to be submitted at end of the calendar year)
SECTION 01: GENERAL INFORMATION Date: ………………………………………………………………………………………………………………..
Appears in 1 contract
Samples: Regional Public Infrastructure Provider License Agreement