The Complaints Handling Maturity Model

Basics of complaint handling

Any complaints handling policy you adopt needs to acknowledge that:

• your customers have the right to complain about goods and/or services purchased, and to have that complaint dealt with;
   
• complaints can provide you with feedback about goods and/or services being offered; and
   
• receiving a complaint gives you the opportunity to assess the impact on the market of certain goods and/or services.

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