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Customer Complaint Policy

Customer Complaint Policy Template for Saudi Arabia

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Key Requirements PROMPT example:

Customer Complaint Policy

"I need a Customer Complaint Policy for my retail chain operating across Saudi Arabia, compliant with local regulations and including specific procedures for both in-store and online complaints, with implementation planned for March 2025."

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Document background
The Customer Complaint Policy serves as a critical operational document for businesses operating in Saudi Arabia, establishing standardized procedures for handling customer grievances and feedback. This document becomes necessary when organizations need to ensure consistent complaint handling processes that comply with Saudi Arabian consumer protection laws, including Royal Decree No. M/75 and related regulations. The policy includes comprehensive guidelines on complaint receipt, processing, escalation, and resolution, while incorporating requirements for documentation, reporting, and quality assurance. It addresses both traditional and digital complaint channels, defines service level agreements, and outlines staff responsibilities. The document is particularly important for maintaining regulatory compliance, protecting consumer rights, and maintaining high customer service standards in the Saudi Arabian market.
Suggested Sections

1. Purpose and Scope: Overview of the policy's objectives and its application scope within the organization

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

3. Legal Framework: Reference to relevant Saudi laws and regulations governing customer complaints

4. Policy Statement: Organization's commitment to fair and effective complaint handling

5. Customer Rights: Detailed explanation of customer rights regarding complaints as per Saudi law

6. Complaint Channels: Available methods for customers to submit complaints (physical, digital, telephone)

7. Complaint Process: Step-by-step procedure for handling complaints from receipt to resolution

8. Response Times: Mandatory timeframes for acknowledging and resolving different types of complaints

9. Documentation Requirements: Requirements for recording and maintaining complaint records

10. Escalation Procedures: Process for escalating unresolved complaints to higher authorities

11. Staff Responsibilities: Roles and responsibilities of different staff members in complaint handling

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

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

Optional Sections

1. Special Categories of Complaints: Additional procedures for handling sensitive complaints or those from vulnerable customers

2. Digital Platform Complaints: Specific procedures for handling complaints received through website or mobile applications

3. Third-Party Service Providers: Procedures for handling complaints related to outsourced services or third-party providers

4. International Customer Complaints: Special procedures for handling complaints from customers outside Saudi Arabia

5. Compensation Framework: Guidelines for determining and providing compensation when applicable

6. Alternative Dispute Resolution: Procedures for using mediation or other alternative dispute resolution methods

Suggested Schedules

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

2. Response Time Matrix: Detailed breakdown of response times for different types of complaints

3. Escalation Matrix: Hierarchy and contact details for complaint escalation

4. Regulatory Reporting Templates: Standard forms for reporting complaints to regulatory authorities

5. Customer Rights Charter: Detailed document outlining customer rights and the organization's service commitments

6. Complaint Categories Guide: Classification system for different types of complaints for proper routing and handling

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
Customer
Consumer
Complaint Channel
Critical Complaint
Complaint Register
Resolution
Escalation
Service Level Agreement (SLA)
Response Time
Root Cause Analysis
Regulatory Authority
Ministry of Commerce
Consumer Protection Association
Compensation
Appeal
Digital Complaint
Written Complaint
Verbal Complaint
Customer Rights
Complaint Officer
Complaint Reference Number
First Response
Final Response
Investigation Process
Mediation
Quality Assurance
Complaint Category
Resolution Plan
Customer Satisfaction
Business Day
Emergency Complaint
Feedback
Grievance
Senior Management
System of Record
Third Party
Valid Complaint
Vexatious Complaint
Vulnerable Customer
Clauses
Purpose and Scope
Interpretation
Legal Framework
Policy Statement
Rights and Responsibilities
Confidentiality
Data Protection
Accessibility
Complaint Submission
Documentation Requirements
Response Times
Investigation Procedures
Resolution Process
Escalation Procedures
Appeals Process
Quality Assurance
Record Keeping
Staff Training
Monitoring and Reporting
Regulatory Compliance
Communication Standards
Service Level Agreements
Third Party Management
Emergency Procedures
Digital Services
Compensation
Alternative Dispute Resolution
Review and Updates
Language Requirements
Cultural Considerations
Relevant Industries

Retail

Financial Services

Healthcare

Telecommunications

E-commerce

Hospitality

Manufacturing

Professional Services

Transportation

Education

Real Estate

Construction

Technology

Food and Beverage

Relevant Teams

Customer Service

Legal

Compliance

Operations

Quality Assurance

Risk Management

Training and Development

Internal Audit

Consumer Relations

Branch Operations

Digital Services

Corporate Communications

Relevant Roles

Customer Service Manager

Compliance Officer

Quality Assurance Manager

Operations Director

Customer Experience Director

Legal Counsel

Risk Manager

Branch Manager

Customer Relations Executive

Training Manager

Chief Operating Officer

Customer Service Representative

Complaints Handler

Consumer Rights Officer

Customer Support Supervisor

Industries
Saudi Consumer Protection Law (Royal Decree No. M/75): The fundamental law protecting consumer rights in Saudi Arabia, including the right to file complaints and seek redress for defective products or services
Commercial Courts Law (Royal Decree No. M/93): Governs commercial disputes and provides framework for resolving business-related complaints, including customer disputes with commercial establishments
E-Commerce Law (Royal Decree No. M/126): Regulates electronic transactions and provides specific requirements for handling online customer complaints and digital communication
Anti-Commercial Fraud Law (Royal Decree No. M/19): Addresses fraudulent commercial practices and provides mechanisms for customer complaints related to counterfeit or misrepresented products
SAMA Consumer Protection Principles: Guidelines specifically for financial institutions regarding complaint handling procedures and consumer rights in financial services
Competition Law (Royal Decree No. M/75): Ensures fair business practices and includes provisions for handling complaints related to anti-competitive behavior affecting consumers
Commercial Registration Law: Establishes requirements for businesses to maintain proper complaint handling procedures as part of their commercial registration obligations
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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