PROCEDUR FOR DISPOSAL OF COMPLAINTS/SUGGESTIONS
RECEIVED FROM CONSUMER BY OUR DISTRIBUTORS
- Consumer protection enactments have been passed by the Central and State Governments and a number of Consumer Courts are functioning at the District, State and national Level. Any aggrieved consumer can seek redressal of his grievance through these Courts. It is advisible that our own internal machinery for dealing with complaints is on firm grounds, and the consumers have the satisfaction that they can get their problems solved at the level of the Distributors or the Marketing Division.
- Norms of customer service needs that we satisfy our customers. Every dissatisfied consumer is a negative publicity for our organisation. Distributors operate the CSD (Complaints & Suggestion Desk) facility at their and, for an objective analysis and amicable Disposal of complaints received from consumers, and suggestion with regards to our service that may be forthcoming from them.
- Dealers are equally important, they are part of our organization. Essentially the role of the Distributor on receipt of complaint from a consumer about service rendered to them by our Dealer, should be that of a Mediator, i.e. one who brings together people with mutual difference and create an amicable harmony in their relations. It may be that there is some omission on the part of the Dealer, or that there is no omission, but simply an act of misunderstanding on the part of a Consumer.
- When some complaint is received, Distributor should forward a copy of the complaint of the consumer to the Dealer, with a request to contact the consumer and settle the matter at his end. The Dealer is equally interested in the consumer. A polite, and tactful reply from the dealer to the consumer should normally end the matter. It is also necessary that in the background of the Consumer’s complaint, the dealer should review the working of his unit and if any modification/change in system/ procedure of functioning is warranted, this should be implemented. When complaints are received it is a painful experience, but they have an educative value for us to learn human psychology and consumer expectations, and suitably transform our service accordingly. In this angle, a complaint once it is closed amicably, may be treated as an opportunity towards gaining experience and making our service more stable. Tactful handling by the Dealer should enable him to get a letter from the consumer, withdrawing his complaint, or at least saying that he is satisfied with the clarification from the Dealer and that he has no more grievance.
- It is advisible that the Dealer takes a major responsibility in the process of winning back the complaining consumer and the Distributor remains an observer and a mediator. This should be the correct strategy.
- The date of receipt of the complaint, the date of acknowledgemet sent and subsequent particulars until the matter is dropped/closed should be recorded in the Complaints Register(PS-8).
PROCEDURE FOR DISPOSAL OF SUGGESTION FROM CONSUMERS
- We may assume that while complaints come from aggrieved consumers, suggestion received from friendly consumers, who generally have a positive opinion about our service and in this spirit the suggestion is offered for further improvement in our service.
- The suggestion should be viewed from this angle and our response should be in recognition of this background. On receipt of a suggestion the acknowledgement should be sent to the consumer immediately. To lighten the burden on the Distributors, we have devised suitable forms to serve as acknowledgements for complaints, and for suggestions under PD-21 & PD-22 respectively.
- In Premier organization, the Dealer, Distributor and the Company all contribute towards providing the service to the consumer. The suggestion may refer to any point in this multiple-level service. The suggestion therefore should be attended to at the level of the dealer, or Distributor or the Company based on the jurisdiction to which relates. For example, if the suggestion is regarding the working-hours to be observed, or the weekly holiday, or special holiday service etc., these relate to the Dealer’s jurisdiction and the Dealer is competent to deal with the suggestion. Our letter PD-22 serving an acknowledgement to the consumer, also informs him the level to which the suggestion has been forwarded, based on the jurisdiction point or the scope of the suggestion.
NORMS FOR ACCEPTING CUSTOMER’S SUGGESTION
- It should be implementable, or easy for application on our day-to-day system. There should not already be a parallel provision, for the same purpose in our present system.In such a case only the effective observance of the existing provision is to be followed and the system should not be changed.
- Implementation of the suggestion should not result in hardships to some other group of consumers, but should result universally some benefit to all consumers, which should be visible.
- It should not cost additional financial burden, thus disrupting the present costing structure based on which the end-prices are fixed.
- Our procedures and system are codified, but they are flexible and dynamic. Flexible in the sense they can be suitably altered, modified, or expanded. Dynamic in the sense, that our system can respond to diversity of local conditions and to the changing trend of times. When required warranted the Company will not hesitate to modify its system and procedures based on suggestions not only from consumers, but also from our own Dealers and Distributors.
- When the suggestion is not accepted for any of the reasons as stated above, it should be communicated to the suggestor. However, if the suggestion is found useful and fit for implementation, this facts should also be communicated to the suggestor, with a letter of appreciation and a surprise gift.