In addition to the glossary term below, ACXPA Members also have access to a range of additional resources, including our Member Symposiums & Video Library, premium resources to download, exclusive industry insights & data, discounted training courses and lots more!
Customer Complaints Charter
Similar to a Customer Service Charter, a Customer Complaints Charter provides customers with guidance on how to resolve complaints, issues and disputes with your business.
Can also be called Complaints Resolutions Guidelines, Dispute Resolutions Guidelines and Complaints Policy.
In customer-centric business practices, actively addressing and resolving customer complaints cannot be overstated.
A Customer Complaints Charter is a guiding beacon for businesses, outlining their commitment to customer satisfaction and providing a transparent framework for addressing concerns.
In this glossary term, we’ll delve into what a Customer Complaints Charter is, why it’s indispensable for every business, and offer a real-world example to illustrate its impact.
What is a Customer Complaints Charter?
A Customer Complaints Charter is a formal document that articulates a company’s commitment to handling customer complaints efficiently, fairly, and transparently.
It sets out the principles, processes, and timelines by which customer concerns will be addressed, reflecting the organisation’s dedication to continuous improvement and customer satisfaction.
Essentially, it serves as a roadmap for businesses to navigate the resolution of customer issues with clarity and consistency.
Why Every Business Should Have a Customer Complaints Charter
1. Enhanced Customer Trust
A well-crafted Customer Complaints Charter builds trust by demonstrating that a business takes customer concerns seriously.
Knowing there’s a documented process in place reassures customers that their issues will be addressed promptly and fairly.
2. Transparency and Accountability
Having a transparent framework for handling complaints fosters accountability within the organisation.
Employees understand the procedures, and customers are aware of what to expect, creating a culture of transparency that resonates positively with both internal and external stakeholders.
3. Continuous Improvement
A Customer Complaints Charter is not just a reactive document; it is a proactive tool for improvement.
By analysing patterns and root causes of complaints, businesses can identify areas for enhancement and implement changes to prevent recurring issues.
4. Legal and Regulatory Compliance
Many industries are subject to regulations that require businesses to have robust complaint-handling processes.
A well-defined Customer Complaints Charter ensures compliance with these regulations, protecting the business from legal ramifications.
5. Customer Retention
Resolving complaints promptly and efficiently can turn dissatisfied customers into loyal advocates (view the latest CX Stats).
A Customer Complaints Charter aids in quick resolution, thereby contributing to higher customer retention rates.
An Example of a Customer Complaints Charter
Whilst a Customer Complaints Charter needs to be unique to your business, they typically contain similar components that we have set out below for you to use a guide.
<Your Company> Customer Complaints Charter
1. Commitment to Timely Response: We commit to acknowledging customer complaints within 24 hours and providing a resolution within 5 business days. In cases requiring further investigation, we will communicate progress and expected resolution timelines promptly.
2. Transparent Communication: Our communication will be clear, concise, and jargon-free. We will keep customers informed about the status of their complaints and explain any delays or challenges encountered during the resolution process.
3. Fair and Impartial Handling: All complaints will be handled fairly and impartially. We will thoroughly investigate each case, taking into account all relevant information and perspectives to ensure a balanced resolution.
4. Continuous Improvement: We are committed to learning from customer feedback. Complaint trends will be analyzed regularly, and corrective actions will be implemented to address root causes and prevent recurring issues.
5. Accessibility and Ease of Reporting: Customers can easily submit complaints through multiple channels, including our website, email, and dedicated helpline. We will ensure that our complaint submission process is user-friendly and accessible to all.
Conclusion:
In conclusion, a Customer Complaints Charter is not just a document; it is a manifestation of a business’s commitment to customer satisfaction, transparency, and continuous improvement.
By adopting such a charter, businesses not only resolve individual complaints but also pave the way for long-term customer loyalty and organisational success.
CX Roundtables - Upcoming Guest
Live and interactive sessions for customer experience professionals in Australia.
Contact Centre Manager Roundtables - Upcoming Guest
Live and interactive sessions for contact centre professionals in Australia.
Next Members Symposium Livestream: Tuesday, 21st May, 2024, 13:30 AEST
The Members Symposium sessions are only available to ACXPA Members!
ACXPA Members can watch the symposium live, and, can watch any of the sessions at any time in their Video Library.
Preview of upcoming Symposium Sessions:
IVR Best Practice
Over 90% of contact centres are using an IVR (Press 1 for this, press 2 for that), and we've encountered many contact centres with over four layers of options for customers to select from. In this session, Nadine will be sharing some best practice tips on IVR design for 2024.
Presented by Nadine Power, Chief Product Officer, Datagamz (and ACXPA National Advisory Board Member)
Tips to Boost Engagement on Calls
Of the five quality competencies we assess as part of the Australian Call Centre Rankings, the 'ENGAGE' competency from the Australian Contact Centre Quality Standards has consistently been at the bottom of the rankings throughout 2023 and into 2024.
In this session, Simon will provide some tips that can be shared with agents on how to increase engagement with customers at the start of calls.
Presented by Simon Blair, General Manager Quality Insights, ACXPA
More sessions announced soon!
(If you're interested in speaking at one of our events, click here to learn more >)