Complaint / Grievance Policy

Complaint / Grievance Policy
ETC Compliance Solutions is committed to exceptional customer service and views complaints as an
opportunity to learn and improve, as well as a chance to put things right for the person, or
organization that has made the complaint.
This policy has been designed to assist both customers and staff. ETC is committed to consistent, fair
and confidential complaint handling and to resolving complaints as quickly as possible. We will treat
all customers making a complaint equally.
Definition of a Complaint
Complaints are defined as any expression of dissatisfaction or grievance, whether justified or not,
made to staff by a customer or member of the public in relation to our business.
Recording & Responding to Complaints
All complaints made, verbal or written, will be recorded at the time the complaint is made, or as soon
as possible afterwards. The complaint should be recorded by the staff member who took the details.
When taking a complaint, staff will record the name and contact details of the customer, as well as full
details of the complaint including the date. Details of all communication with the customer and any
actions to resolve the complaint will be recorded in the same place.
A record of consumer complaints, record retention of such complaints, any supporting
documentation and responses shall be retained by the Operations Manager. Recorded complaints
will be monitored and reviewed annually to identify any ongoing trends and efforts will be made to
resolve any ongoing issues.
Anyone making a complaint will be treated with courtesy. Where possible, complaints will be resolved
at the first point of contact. If the complaint can’t be resolved immediately, the customer will be given
a timeframe, a contact person and details of our complaint handling process.
All complaint information will be handled sensitively, telling only those who need to know and
following any relevant data protection requirements.
Overall responsibility for this policy and its implementation lies with Carole Benz, CEO and Weslyn
Bejarano, Operations Manager.
At ETC Compliance Solutions, we continually strive to exceed personal, company and customer
expectations while demonstrating care and concern for every client as well as each other. This
complaint handling policy is supported by management. We commit to providing this policy to all staff
and making it available to our customers.