The Customer Complaint Policy serves as a crucial operational document for businesses operating in Indonesia, designed to ensure compliance with Law No. 8 of 1999 on Consumer Protection and related regulations. This policy document is essential for any organization that provides products or services to customers in Indonesia, establishing clear guidelines for complaint handling, customer communication, and dispute resolution. The document becomes particularly important in the context of increasing consumer awareness and regulatory scrutiny in Indonesia, where businesses must demonstrate their commitment to fair and transparent complaint handling processes. It includes comprehensive procedures for complaint receipt, investigation, resolution, and reporting, while incorporating specific requirements for different communication channels and industry-specific regulations where applicable.
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1. Purpose and Scope: Outlines the objectives of the policy and its application scope, including which products/services and customer interactions it covers
2. Definitions: Defines key terms used throughout the policy, including what constitutes a complaint, formal vs. informal complaints, and relevant stakeholders
3. Guiding Principles: States the company's commitment to fair, transparent, and effective complaint handling, aligned with Indonesian Consumer Protection Law
4. Complaint Channels: Lists all available channels for submitting complaints (phone, email, website, in-person, etc.) and operating hours
5. Complaint Handling Process: Details step-by-step procedures for receiving, recording, investigating, and resolving complaints
6. Response Timeframes: Specifies maximum response times for acknowledging complaints and providing resolutions
7. Customer Rights and Responsibilities: Outlines what customers can expect and their role in the complaint process
8. Staff Responsibilities: Defines roles and responsibilities of staff members in handling complaints
9. Record Keeping: Explains how complaint data is recorded, stored, and protected in compliance with data protection laws
10. Escalation Procedures: Details when and how complaints are escalated internally and externally
1. Industry-Specific Requirements: Additional requirements for specific sectors (e.g., financial services, e-commerce) based on relevant regulations
2. International Customer Provisions: Special provisions for handling international customer complaints, needed if the business serves customers outside Indonesia
3. Social Media Complaint Handling: Specific procedures for managing complaints received through social media platforms
4. Compensation Framework: Guidelines for determining and providing compensation or remedies, if applicable to the business
5. Alternative Dispute Resolution: Information about mediation or arbitration options, particularly relevant for high-value products/services
1. Complaint Form Template: Standard form for recording customer complaints, including all necessary fields for complaint processing
2. Response Templates: Standard templates for acknowledging complaints and providing updates
3. Complaint Categories Matrix: Classification of different types of complaints and their standard handling procedures
4. Escalation Matrix: Detailed hierarchy and contact information for complaint escalation
5. Service Level Agreement: Detailed timeframes for different types of complaints and resolution targets
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