Objective:

Our organization is committed to providing high-quality products/services and exceptional customer experiences. We recognize that, occasionally, concerns or issues may arise. This Complaints Policy outlines the procedure for addressing and resolving customer complaints in a fair, transparent, and timely manner.

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Definition of a Complaint:

A complaint is defined as an expression of dissatisfaction with our products/services or the way in which a customer's concern has been handled.

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Submitting a Complaint:

Customers can submit complaints through the following channels:

In person at our office
By phone
Via email to [afwr@clearpublicspace.org]
Through our official website's dedicated complaints form

Complaint Handling Procedure

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Receipt of Complaint:

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All complaints will be acknowledged promptly upon receipt.
A unique reference number will be assigned to each complaint for tracking purposes.
Investigation:

The complaint will be thoroughly investigated by our designated complaints handler.
If additional information is required, the customer will be contacted promptly.

Resolution:

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We aim to resolve all complaints within 14 business days.
If a resolution is not achievable within this timeframe, the complainant will be kept informed of the progress.

Communication:

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Regular updates will be provided to the customer regarding the status of their complaint.
The final resolution will be communicated to the customer in writing, detailing the steps taken and any remedies offered.

Escalation:

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If the customer is dissatisfied with the resolution, they may escalate the matter to [info@clearpublicspace.org].
The escalation team will conduct a review and provide a final response within 10 business days.

Continuous Improvement:

We are committed to learning from customer feedback. All complaints will be analyzed, and trends will be identified to implement improvements in our products/services and customer service processes.

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Confidentiality:

All complaints and their details will be treated with the utmost confidentiality, adhering to relevant data protection regulations.

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Review and Update:

This Complaints Policy will be reviewed regularly to ensure its effectiveness and relevance. Updates will be made as necessary to reflect changes in procedures or regulations.

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Contact Information:
For any inquiries related to this Complaints Policy, please contact [afwr@clearpublicspace.org].

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[A Future without Rubbish CIC]
[March 2024]