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Customer Complaint Handling Policy

Customer Complaint Handling Policy Template for Saudi Arabia

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Key Requirements PROMPT example:

Customer Complaint Handling Policy

"I need a Customer Complaint Handling Policy for a large retail chain operating across Saudi Arabia, compliant with local consumer protection laws and including specific procedures for handling complaints through our mobile app and social media channels."

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Document background
This Customer Complaint Handling Policy serves as a crucial operational document for organizations operating in Saudi Arabia, providing a structured framework for managing and resolving customer grievances effectively. The policy is designed to ensure compliance with Saudi Arabian consumer protection laws, including the Consumer Protection Law (Royal Decree No. M/75) and relevant regulations issued by the Ministry of Commerce. It is particularly important for organizations that interact with customers regularly and need to maintain consistent complaint handling procedures across different departments. The document outlines specific processes, responsibilities, and timeframes for complaint resolution, while incorporating Islamic business principles and local business practices. Organizations should implement this policy to standardize their complaint handling procedures, improve customer satisfaction, and maintain regulatory compliance.
Suggested Sections

1. Purpose and Scope: Defines the purpose of the policy and its application scope, including types of complaints covered

2. Policy Statement: Organization's commitment to effective complaint handling and fair treatment of customers

3. Definitions: Clear definitions of key terms used throughout the policy, including what constitutes a complaint

4. Guiding Principles: Core principles of complaint handling including fairness, objectivity, confidentiality, and Sharia compliance

5. Complaint Lodgment: How customers can submit complaints, including various channels and required information

6. Complaint Handling Process: Step-by-step process for handling complaints, including acknowledgment, investigation, and resolution

7. Response Times: Maximum response times for different types of complaints and communication requirements

8. Escalation Procedures: Process for escalating unresolved complaints and handling appeals

9. Record Keeping: Requirements for documenting and maintaining complaint records

10. Staff Responsibilities: Roles and responsibilities of different staff members in the complaint handling process

11. Quality Assurance: Measures to ensure consistent and high-quality complaint handling

12. Reporting Requirements: Internal and external reporting obligations regarding complaints

Optional Sections

1. Special Categories of Complaints: Additional procedures for handling specific types of complaints (e.g., financial services, online purchases) - include if organization handles these specific areas

2. External Dispute Resolution: Information about external dispute resolution bodies and processes - include if organization participates in specific schemes

3. Social Media Complaints: Specific procedures for handling complaints received through social media channels - include if organization has active social media presence

4. Compensation Framework: Guidelines for providing compensation or remedies - include if organization has specific compensation policies

5. International Complaints: Procedures for handling complaints from international customers - include if organization operates internationally

Suggested Schedules

1. Complaint Form Template: Standard form for recording customer complaints

2. Complaint Categories Matrix: Classification of different types of complaints and their handling requirements

3. Response Time Standards: Detailed breakdown of response time requirements for different complaint types

4. Escalation Matrix: Detailed hierarchy and contact information for complaint escalation

5. Customer Rights Statement: Summary of customer rights under Saudi consumer protection laws

6. Complaint Handling Flowchart: Visual representation of the complaint handling process

Authors

Alex Denne

Head of Growth (Open Source Law) @ Genie AI | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

Linkedin in social icon imageX social icon image
alex.den.21@genieai.co
Relevant legal definitions
Complaint
Complainant
Appeal
Resolution
Escalation
Feedback
Grievance
Customer
Policy Owner
Response Time
Root Cause
Service Recovery
Compensation
Critical Complaint
First Contact Resolution
Investigation
Material Complaint
Non-Material Complaint
Regulatory Complaint
Service Level Agreement
Systemic Issue
Third Party
Urgent Complaint
Valid Complaint
Vexatious Complaint
Working Day
Complaint Register
Competent Authority
Consumer Protection Law
Ministry of Commerce
SAMA Guidelines
Sharia Compliance
External Dispute Resolution
Quality Assurance
Senior Management
Clauses
Scope and Application
Policy Statement
Regulatory Compliance
Confidentiality
Data Protection
Accessibility
Complaint Lodgment
Assessment and Investigation
Response Times
Resolution Process
Documentation Requirements
Staff Training
Quality Assurance
Record Keeping
Reporting Requirements
Escalation Procedures
Appeals Process
External Referrals
Customer Rights
Staff Responsibilities
Communication Standards
Service Recovery
Continuous Improvement
Performance Monitoring
Compensation Framework
Language Requirements
Privacy Protection
Special Categories Handling
Emergency Procedures
Document Control
Relevant Industries

Retail

Financial Services

Healthcare

Telecommunications

E-commerce

Hospitality

Manufacturing

Professional Services

Transportation

Education

Real Estate

Consumer Goods

Relevant Teams

Customer Service

Legal

Compliance

Operations

Quality Assurance

Risk Management

Training

Public Relations

Customer Experience

Call Center

Branch Operations

Corporate Communications

Internal Audit

Human Resources

Senior Management

Relevant Roles

Customer Service Manager

Compliance Officer

Quality Assurance Manager

Operations Director

Customer Experience Director

Risk Manager

Legal Counsel

Branch Manager

Call Center Supervisor

Customer Relations Executive

Training Manager

Chief Operating Officer

Customer Support Representative

Complaints Handler

Public Relations Manager

Industries
Consumer Protection Law (Royal Decree No. M/75): The primary legislation governing consumer rights and protection in Saudi Arabia, establishing the basic framework for handling consumer complaints and disputes
E-Commerce Law (Royal Decree No. M/126): Regulates electronic commerce transactions and includes provisions for handling online customer complaints and dispute resolution mechanisms
SAMA Consumer Protection Principles: Guidelines issued by the Saudi Central Bank for handling customer complaints in financial services, which can be used as best practice reference for other sectors
Commercial Courts Law (Royal Decree No. M/93): Governs commercial dispute resolution procedures and may be relevant for escalated customer complaints that reach legal proceedings
Anti-Commercial Fraud Law (Royal Decree No. M/19): Relevant for handling complaints related to product quality, authenticity, and fraudulent practices
Competition Law (Royal Decree No. M/75): May be relevant when handling complaints related to unfair commercial practices or anti-competitive behavior
Executive Regulations of Consumer Protection Law: Detailed implementation guidelines for the Consumer Protection Law, including specific procedures for complaint handling and resolution
Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

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