CALIPSO Policy: Customer Complaints

1.0 POLICY STATEMENT

CALIPSO values all feedback from customers as an important tool to ensure that our services and actions are meeting their intended purposes, and to continually improve.

2.0 DEFINITIONS

Customer a person or organization accessing CALIPSO’s products or services.

Complainant a person or organization submitting a complaint about CALIPSO’s products or services.

Customer complaint an expression of dissatisfaction made to or about CALIPSO’s products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.

Customer Feedback an opinion, comment, suggestion, compliment or expression of interest or concern about the CALIPSO related to its products and services or the actions of its staff. In most instances, customer feedback will not require a formal response unless specifically requested by the customer.

3.0 SCOPE

The policy applies to all customer complaints received in relation to all CALIPSO services and staff.

The CALIPSO’s Customer Complaints Policy does not replace or interfere with legislation or policy dealing with complaints about privacy, right to information, official misconduct or maladministration, criminal conduct or illegality, or matters specifically dealt with through other legislative and/or appeal processes.

Service requests, general enquiries, research requests, and feedback provided as a result of a consultation process are not considered complaints for the purposes of this policy.

4.0 POLICY BASE

CALIPSO’s customer complaint management system aligns with law No. 513/1991 Coll., Commercial Code, No. 40/1964 Col

5.0 PRINCIPLES

We acknowledge the right of CALIPSO customers to express dissatisfaction with our services and actions, and to seek a rectification of it. The goals of this policy are that:

  • customer complaints are managed fairly, promptly, consistently and confidentially;
  • relevant findings from customer complaints are used to inform the improvement of CALIPSO procedures and practices.

CALIPSO commits to the principles and standards below in managing customer complaints.

Principle Standard
People-focused
  • Acknowledging that everyone has a right to complain, and that complaints provide valuable opportunities for improvement
  • Treating any person making a complaint with respect, and involving them in the response process wherever possible
Visible and accessible
  • Publishing our customer complaint management policy on our website and intranet, and making it available as hard copy on request
  • Making it clear (in person and on our websites) how and where a customer can complain, and what information they need to provide
  • Providing assistance, if needed, to help a person make a complaint
  • Treating complaints that are provided anonymously or through an authorized third party in the same way as any other complaint
  • Ensuring there is no charge for making a complaint
Responsive
  • Ensuring that all QMN staff are aware of our complaint management process
  • Referring relevant complaints to external agencies as soon as possible if they are not within our scope to act upon
  • Promptly acknowledging the receipt of a complaint if it has not been resolved at the point of contact
  • Providing advice to complainants about the process and timeframes for response to their complaint, and giving reasonable updates on progress
Objective and fair
  • Dealing with complaints fairly and objectively, and giving all parties an opportunity to state their case wherever feasible
  • Protecting the rights of employees where they are the subject of a complaint, or if a complainant is behaving unacceptably
  • Ensuring that any personal information related to a complaint is managed in line with the Information Privacy
  • Ensuring that any internal review of a decision is undertaken by a different and no less senior officer with access to all relevant information
Communicative and provides remedies
  • Advising parties on outcomes as soon as possible after a decision is made, and providing reasons for negative decisions
  • Considering the remedy sought by the complainant as the first option
  • Offering remedies that are fair to both the complainant and to CALIPSO
  • Offering similar remedies to all people in the same situation
  • Providing information about available options for review of a decision
Effective and monitored
  • Ensuring that appropriate training and other resources are available to staff to ensure that the system is as effective as possible
  • Seeking feedback from complainants about the way their complaint was managed
  • Making accountability for our complaint management system clear
  • Regularly reviewing and reporting internally on de-identified complaints to ensure that they are resolved within established timeframes; that lessons learnt from complaints are acted upon; and that trends are identified
  • Reporting externally on our website
  • Regularly reviewing the policy and procedures

6.0 MANAGEMENT OF CUSTOMER COMPLAINTS

  • 6.1 How to Make a Complaint

    Complaints may be made orally or in writing, however customers are encouraged to submit their complaint online. If a customer is unwilling or unable to submit the complaint themselves, the receiving staff member makes a decision to submit on their behalf in the interests of possible operational improvements that may be made as a result.

    Complaints may be made:

    • Online via the Support Page for each CALIPSO using the complaints form.
    • In writing to Václavské nám. 21,110 00 Nové Město, Prague, Czech Republic, 3rd floor 324 office using the Complaint Lodgment Form (not mandatory)

    To submit a complaint, customers should provide:

    • First and Last name and account details (email and login) of the Complainant (complaints can also be submitted anonymously)
    • The reason for the complaint, including the date, time, location and as many other details as possible of any incident
    • The complainant’s desired outcome

    Customers wishing to make a complaint in person are advised that, depending on the nature or complexity of the complaint, resolution may not be immediately available and may require follow up by the appropriate staff member/supervisor. Customers may also be directed to submit their complaint in writing, or via the CALIPSO’s website complaint form.

    Customers who are deaf or have a hearing or speech impairment can submit a complaint via the National Relay Service (https://relayservice.gov.au).

  • 6.2 Feedback to Complainant

    Feedback related to a complaint may be requested via any of the methods listed above. Possible remedies for the resolution of complaints may include:

    • Communication with the complainant
    • Rectification of complainant's damage or loss
    • Mitigation to reduce the adverse consequences for the complainant
    • Satisfaction of reasonable concerns raised by the complainant
    • Compensation of loss sustained

    CALIPSO may receive complaints that fall outside its jurisdiction. In that case, the complainant should be made aware of the fact that the complaint is not within our jurisdiction and should be further supported to identify the relevant agency or body. The complainant may also receive reasonable assistance to identify the procedure for making a complaint to the agency or body.

7.0 TIMEFRAMES

The complaint must be acknowledged within 7 working days. This acknowledgement must outline how the complaint will be managed, including an estimated timeframe for resolution and if necessary, how progress reports will be provided.

Simple complaints (that are not of a serious nature and/or not requiring extensive investigation or consultation) must be resolved within 20 working days

If there is going to be a delay in responding to a complaint due to complexity or the requirement of extensive investigation, the customer is to be informed why and provided regular updates on the progress of the complaint.

8.0 RESPONSIBLE OFFICERS

The Chief Operating Officer is Accountable Officer for CALIPSO’s Customer Complaints Policy and related procedures. Except where special circumstances exist, all complaints unable to be resolved at a local level will be managed by the CALIPSO Executive Leadership Team.

9.0 REVIEW PROCESS

This policy will be reviewed every 3 years and at other times if any significant new information or legislative or organizational change warrants a change to this document.

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