For the purpose of this policy, a complaint is considered to be any expression of dissatisfaction with services
• Policies and procedures – usually related to dissatisfaction with service charges, policy decisions or processes and procedures.
• Quality of service –generally related to the quality of the finished job (e.g. not up to an expected standard, poor workmanship) or the length of time taken to complete the job or provide the service (e.g. non-compliance with our service standards).
These complaints fall into the category of General Complaints, which are dealt with and resolved by the organization in accordance with this policy.