Customer Complaints Policy

Customer Complaints Policy Summary

 

Introduction:

The company is dedicated to providing excellent customer service and maintaining a healthy customer relationship at all levels from Managing Director down. We have a Complaints Policy to ensure all complaints are handled as efficiently and effectively as possible.

As a customer of ours, you are entitled to make a complaint to us. The following outlines our policy and procedures for the handling of verbal and written complaints.

Summary:

We want to resolve your complaints as soon as possible. Please call our customer service and we’ll do our best to fix any problems you may be having with our service, as soon as possible.

Our Responsibilities:

  • To provide an efficient, fair, and structured mechanism for handling complaints.
  • To provide our customers with access to the complaints handling process, including those customers with disabilities and special needs.
  • To keep customers informed as to the progress of their complaint and the expected timeframe for resolution.
  • Quarterly to review our complaints so that we can improve our standard of customer service.

Handling Your Complaint:

  • Upon receiving a complaint, we will acknowledge your matter via email within 2 business days.
  • We will keep you informed of the progress of your complaint, proposed actions, and the expected timeframe for resolution.
  • Our aim is to resolve complaints in a timely manner, and we will generally resolve a matter within 30 calendar days.
  • Complex complaints may take longer than 30 calendar days to resolve. In these cases, we will regularly update you on the progress and likely timeframe for resolution.
  • We will advise you of the outcome of your complaint via email.

Step One:

If you have a complaint regarding any aspect of the course or dealings with the company, we urge you to email our Managing Director in the first instance at joure@helpmychild.co.za. Our objective is to resolve the vast majority of enquiries or complaints during your first contact with us.

You can also make a complaint by using any of the other contact methods on our website, or please ask us if there is any other method you would like to use to send a complaint to us.

Step Two:

Complaints made to the company are overseen by our Managing Director directly. After a complaint is made, if it is not immediately resolved, we may need to investigate it. This process may take 15 business days, or longer (in which case we will update you with a reason for the delay and the expected timeframe).

Step Three:

When your complaint is resolved, we will confirm this with you within 10 business days.