PMI KERALA CHAPTER ATP CUSTOMER COMPLAINT RESOLUTION POLICY
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:
2. Policy Statement.
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 firstname.lastname@example.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:
3.2 What happens if the complainant is not satisfied with the outcome?
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.
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.
The Policy will be reviewed on an annual basis.