our procedures require that customers complaints whether written or verbal are recorded and reviewd by authorise personnel to establish if they are justified.
in the case of unjustified complaints a reasonable explanation will be offered to the customers.
all justified complaints are subject to analysis in order to determine immediate curative action, as well as to establish the root cause of the problem in order to implement suitable corrective action.
the customer must be notified of immediate curative measures as well as informed what corrective action will be taken to avoid recurrence.
controls have been establish to ensure that customer complaints are timely and effectively processed.