PMI KERALA CHAPTER ATP CUSTOMER COMPLAINT RESOLUTION POLICY

1. Purpose.

PMI KERALA CHAPTER ATP recognizes the value of customer complaints as an important aspect in monitoring and responding to customer expectations. In order for PMI KERALA CHAPTER ATP to respond appropriately to complaints, the complaints should be properly recorded and assessed as part of an ongoing complaints resolution process. The objective of this Policy is to embed an effective and efficient complaints resolution process that is aligned with PMI KERALA CHAPTER‘s business values, core vision and strategic objectives.

The purpose of the PMI KERALA CHAPTER ATP Customer Complaint Resolution Policy (Policy) is to:

• Recognize, promote and protect customers’ rights to complain about their dealings with PMI KERALA CHAPTER ATP.
• Take appropriate action to resolve complaints as required.
• Provide a mechanism for resolving complaints in a timely, efficient and courteous manner.
• This Policy applies to all members and trainees who availed PMI KERALA CHAPTER ATP training, trainers and volunteers associated with PMI KERALA CHAPTER ATP and all individuals who wish to make a complaint relating to any paid services offered by PMI KERALA CHAPTER ATP.

2. Policy Statement.

• PMI KERALA CHAPTER ATP recognizes that all individuals have the right to complain, have their complaint heard and be treated with dignity and respect. Any customer who makes a complaint also has the right to not be discriminated against as a result of making the complaint. This means customers will be treated fairly, including in the way PMI KERALA CHAPTER ATP communicates and provides services both during the resolution of the complaint and once the complaint is resolved.
• PMI KERALA CHAPTER ATP recognizes that complaints can often highlight gaps in our processes and encourages customers to raise issues so that they can be addressed.
• The guiding principles for complaints handling by PMI KERALA CHAPTER ATP are:

Commitment – The PMI KERALA CHAPTER Board comprising of the Executive Team is committed to a common customer complaint resolution system and providing the necessary support and resources for the system to operate effectively.

Resources – PMI KERALA CHAPTER ATP has assigned the necessary volunteer resources who are competent to deal with complaints received and to ensure that the internal complaints resolution process operates effectively and efficiently.

Accessibility – Any customer who is not satisfied with the training services of PMI KERALA CHAPTER ATP is requested to make a complaint only by email to atp-complaints@pmikerala.org.

Objectivity – Each complaint is addressed in an equitable, objective and unbiased manner. PMI KERALA CHAPTER ATP recognizes the need to be fair to both the complainant and any trainer or volunteer associated with the complaint.

Charges – PMI KERALA CHAPTER ATP does not charge customers for lodging and processing of complaints.

Confidentiality – All complaints are recorded and dealt with strict confidence.  Personal information of the complainant is accessed only as necessary, and only for the purposes of addressing the complaint.

Customer-focused approach – PMI KERALA CHAPTER ATP is committed to the efficient and equitable resolution of complaints, and acknowledges each individual’s right to complain.

Accountability – Complaints are reported to PMI KERALA CHAPTER Board as considered appropriate. An overview of complaints statistics is reported to the PMI KERALA CHAPTER ATP Steering Committee comprising of the Chapter President, Vice President – Operations and Vice President – Governance for review.

Continual Improvement – PMI KERALA CHAPTER ATP has established a complaint tracking system to ensure that systemic problems are identified, classified and analyzed. The PMI KERALA CHAPTER ATP internal complaints resolution process is reviewed on an annual basis to ensure it is delivering effective outcomes. Complaint Root Cause Analysis Reports are also produced on a quarterly basis and shared with VP-Education and the ATP Steering Committee who are responsible for the resolution of complaints.

3. What happens when a Complaint is made?

3.1 When a complaint is received by PMI KERALA CHAPTER ATP:

• When a complaint is received by email to atp-complaints@pmikerala.org, PMI KERALA CHAPTER ATP will accurately record the details of the complaint as part of the customer complaint resolution process, give it fair and genuine consideration and seek to achieve a fair outcome.
• Complaints are first marked to the CHAPTER ATP resource assigned by the Chapter Board for handling the complaints.
• The CHAPTER ATP resource shall acknowledge to the customer within one working day from the receipt of the complaint and that he/she is obliged to handle the complaint in accordance with the PMI KERALA CHAPTER ATP Customer Complaint Resolution Policy which can be found on the website or a copy of which can be provided to the customer on request.
• will enquire into the complaint within a reasonable timeframe, limited to two weeks, having regard to the nature and complexity of the complaint.
• The CHAPTER ATP resource will keep the complainant informed of the progress.
• PMI KERALA CHAPTER ATP will treat the complaint with strict confidence and with due respect to the personal information.
• The CHAPTER ATP resource will respond within two weeks to the complainant by email, with the complaint resolution.
• The complainant will be requested to confirm by email to atp-complaints@pmikerala.org, acceptance of the resolution proposed.  If dissatisfied, the complainant will be requested to respond through email to vp-education@pmikerala.org with cc to atp-complaints@pmikerala.org.
• If appropriate, PMI KERALA CHAPTER ATP will make operational changes as a remedial measure and to prevent recurrence of a similar situation.

3.2 What happens if the complainant is not satisfied with the outcome?

• If a complainant is dissatisfied with a decision, he/she can request through email to vp-education@pmikerala.org to have the complaint reviewed by the VP-Education of PMI KERALA CHAPTER Board.
• If the complaint is still not resolved to the customer’s satisfaction within one month, the customer may email to atp-steeringcommittee@pmikerala.org to review by the ATP Steering Committee who is the appellate authority related to complaints on PMI KERALA CHAPTER ATP’s training services.  The decision of the Steering Committee is binding and final.
• The complainant must be informed that the Policy with this information is available at all times in public domain on the PMI KERALA CHAPTER ATP website.

4. Non-discrimination.

Everyone has the right to make a complaint to PMI KERALA CHAPTER ATP if they are not satisfied with PMI KERALA CHAPTER ATP’s training services. PMI KERALA CHAPTER ATP will not discriminate against anyone as a result of raising a complaint.

5. Definitions.

Complaint – An expression of dissatisfaction made to PMI KERALA CHAPTER ATP where a response or resolution is expected (either explicitly or implicitly). The expression of dissatisfaction may be related to any paid services offered by PMI KERALA CHAPTER ATP or the customer complaints resolution process / policy. It is to be differentiated from an ‘Enquiry’.

Dissatisfaction – The customer expresses displeasure, disappointment, unhappiness, anger or frustration regarding their experience.

Enquiry – A request for information about PMI KERALA CHAPTER ATP services that does not reflect dissatisfaction and is generally any question or concern that is resolved through the customer’s initial contact, when PMI KERALA CHAPTER ATP provide appropriate information or referral which satisfies the customer.

6. Review.

The Policy will be reviewed on an annual basis.