Complaint Resolution Policy Template for Belgium

This Complaint Resolution Policy serves as a fundamental governance document for organizations operating in Belgium, establishing standardized procedures for handling customer grievances and disputes. The policy is essential for ensuring compliance with Belgian consumer protection laws, particularly Book XVI of the Belgian Code of Economic Law, and relevant EU regulations including the Alternative Dispute Resolution Directive (2013/11/EU). Organizations should implement this policy to maintain consistent complaint handling procedures, protect consumer rights, and demonstrate compliance with regulatory requirements. The document addresses key aspects including complaint submission channels, processing timeframes, resolution mechanisms, and data protection requirements under both Belgian and EU law. It is particularly crucial for organizations dealing with consumer interactions and those operating across different Belgian linguistic regions.

1. Purpose and Scope: Defines the purpose of the policy and its application scope, including geographical and jurisdictional coverage

2. Definitions: Defines key terms used throughout the policy, including 'complaint', 'complainant', 'resolution', and other relevant terminology

3. General Principles: Outlines the fundamental principles of complaint handling: fairness, accessibility, responsiveness, objectivity, and confidentiality

4. Complaint Submission Process: Details how complaints can be submitted, including acceptable channels and required information

5. Acknowledgment and Initial Response: Specifies timeframes and procedures for acknowledging receipt of complaints

6. Investigation Process: Describes the steps taken to investigate complaints, including gathering information and documentation

7. Resolution Process: Outlines how decisions are made and communicated to complainants

8. Appeals Process: Describes procedures for appealing decisions and escalation pathways

9. Data Protection and Privacy: Explains how personal data is handled in compliance with GDPR and Belgian data protection laws

10. Record Keeping: Specifies documentation requirements and retention periods

11. Monitoring and Reporting: Describes how complaint data is analyzed and reported for continuous improvement