Customer Complaints Procedure

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Contents

Introduction

Individuals or organisations wishing to file a complaint may do so by following this procedure, available upon request via email, postal mail, or telephone. Any upheld complaint breaching a Service Level Agreement (SLA) must be registered as a non-conformance and handled accordingly.

Please utilise the customer complaints response template for the Standard Complaint Response.

OPITO Learners: Learners are made aware of this procedure in their Joining Instructions.

Complaint Process

Stage 1

Complaints should be submitted in writing and directed to the Customer Excellence Manager, clearly outlining the reasons for the complaint.

The Customer Excellence manager will review the complaint and forward it to the relevant divisional manager for further review, response, and action

Stage 2

Upon receipt, the Customer Excellence Manager will investigate the raised issues and ensure contact with the complainant is made within 5 days. This contact may involve a written response or, in some cases, agreeing upon a time and date for discussion or resolution. The aim is to resolve the complaint at this stage.

The majority of complaints will be resolved at this stage.

Stage 3

If the complaint remains unresolved after stage 2, the relevant manager will convene a complaints panel within 10 working days of the stage 2 response.

The panel will conduct a thorough investigation, and any decisions made will be communicated to all concerned parties within 10 working days of the meeting.

A designated manager will then contact the complainant within 10 working days to communicate the outcome.

Stage 4

Should the complainant remain dissatisfied, they have the option to escalate their complaint to the relevant divisional Director. Following the Director's investigation, any decision reached is considered final.

Customer Complaints Procedure Process Flow