FUJ00079861
FUJ00079861
ICL Pathway Ltd Customer Services Complaint Procedure Ref: CS/PRO/116
Version: 2.0
Company in Confidence Date: 31-Jan-2001
Document Title:
Document Type:
Release:
Abstract:
Document Status:
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Customer Service Complaint Procedure
Procedure
Nia
The purpose of this document is to identify how ICL Pathway
CS receive, manage and resolve Customer Complaints
effectively.
Approved
Julie Welsh, Customer Services
Dave Law
Stephen Muchow
David Groom
Martin Riddell
Peter Burden
Paul Westfield
Dave Law
ICL Pathway Library
Stephen Muchow
Paul Westfield
Martin Riddell
Peter Burden
Dave Law
© 2001 ICL Pathway Ltd
Company in confidence Page: 1 of 9
FUJ00079861
FUJ00079861
ICL Pathway Ltd Customer Services Complaint Procedure Ref: CS/PRO/116
Version: 2.0
Company in Confidence Date: 31-Jan-2001
0.0 Document Control
0.1 Document History
Version No. I Date Reason for Issue _ Associated
CP/PinICL
0.1 15/01/01 First draft
1.0 26/01/01 Approved
2.0 31/01/01 Revised following management review an
reissued for approval
0.2. Approval Authorities
Name Position Signature Date
Dave Law Manager - Strategic
Services Unit
0.3 Associated Documents
Reference Version I Date Title Source
PA/PRO/O13 1.0 10/01/01 ICL Pathway Complaints/ Pathway QM
Escalation Process
CS/PRD/081 1.0 05/09/00 ICL Pathway Customer Pathway CS
Service, End to End
Customer Complaint
Process
CS/IFS/007 10 25/02/00 ICL Pathway / POCL Pathway CS
Interface Agreement for the
NBSC and HSH interface
ICL/PW/DSP/P_ I 1.2 16/06/00 HSH Customer Complaint I ISD HSH
RO Procedure
ISD Customer Complaint ISD
Procedure
CS/FSP/002 6.0 07/11/00 HSH Call enquiry Matrix Pathway CS
Unless a specific version is referred to above, reference should be made to the current
approved versions of the documents.
0.4 Abbreviations/Definitions
Abbreviation Definition
BSM Business Service Management
cs Customer Services
HSH ICL Horizon System Helpdesk
ISD Infrastructure Services Division
NBSC PON Network Business Support Centre
PON Post Office Networks
© 2001 ICL Pathway Ltd
Company in confidence
Page: 2 of 9
FUJ00079861
FUJ00079861
ICL Pathway Ltd Customer Services Complaint Procedure Ref: CS/PRO/116
Version: 2.0
Company in Confidence Date: 31-Jan-2001
[QM [ Quality Management
0.5 Changes in this Version
Version. Changes
0.1 Introduction reworded
0.1 Minor text changes and changes to document presentation
0.1 Sect 3.3.1 added
2.0 Slight amendments in Sect 3.1
0.6 Changes Expected
Changes
© 2001 ICL Pathway Lid Company in confidence Page: 3 of 9
FUJ00079861
FUJ00079861
ICL Pathway Ltd Customer Services Complaint Procedure Ref: CS/PRO/116
Version: 2.0
Company in Confidence Date: 31-Jan-2001
0.7 Table of Contents
1 INTRODUCTIO!
2 SCOPE .....
3 KEY PROCESSES
3.1 IDENTIFICATION OF A COMPLAINT .....
3.1.1 Complaints proper to ICL Pathway CS
3.1.2 CS - Logging of complaints.
3.1.3 Initial investigation
3.1.4 Resolution
3.1.5 Closure..
3.2. IMPROVEMENT OPPORTUNITIES...
3.3. MONITORING OF ALL COMPLAINT CALLS ....
3.3.1 Measures
Appendix 1 Standard acknowledgement letter .........0...0.cececeeoe
Appendix 2 Example of closure letter ....
© 2001 ICL Pathway Ltd Company in confidence Page: 4 of 9
FUJ00079861
FUJ00079861
ICL Pathway Ltd Customer Services Complaint Procedure Ref: CS/PRO/116
Version: 2.0
Company in Confidence Date: 31-Jan-2001
1‘ Introduction
Complaints may arise from a wide variety of sources and may relate to the working of
any of the processes required to support Pathway operations. Effective and responsive
complaint handling is critical to the success of the Company. When complaints are
received in Customer Services, local processes and procedures are in place to
facilitate initial complaint management and minimise the number of complaints,
which require escalation.
2 Scope
The Complaints procedure is a backstop for situations outside the scope of other
improvement procedures. It is not intended as a substitute for procedures such as the
Helpdesk procedures, which are intended to address the bulk of customer and client
situations. Wherever possible, complaints are input to these alternative procedures for
resolution.
3 Key Processes
This section outlines the handling and escalation procedure, which should be carried
out when a customer wishes to raise a complaint incident.
Complaints will be raised at the request of the customer and may come from a number
of different sources:
e Post Office outlet direct to ICL Pathway Customer Services
Post Office outlet via ICL Corporate
Post Office outlet via Horizon System Helpdesk
PON BSM
PON Network Business Support Centre
This section details the following information:
e Initial identification of a complaint incident
e The process by which the incident is logged within the Customer Services
complaint database
e Initial investigation and any escalation to a Senior Manager
e Subsequent actions/escalations and contacts to assist with obtaining resolution
¢ Closure agreement
3.1. Identification of a complaint
The Customer Service complaint manager will confirm from the information
presented that the incident is a valid complaint using the following guidelines:
e The complaint is proper to ICL Pathway
e Incident raised through HSH, clearly documents all actions carried out by
Horizon Helpdesk
e Incident raised through PON BSM, has been logged clearly with full details
e Incident logged by NBSC, clearly documents all actions carried out by NBSC
© 2001 ICL Pathway Lid Company in confidence Page: 5 of 9
FUJ00079861
FUJ00079861
ICL Pathway Ltd Customer Services Complaint Procedure Ref: CS/PRO/116
Version: 2.0
Company in Confidence Date: 31-Jan-2001
3.1.1 Complaints proper to ICL Pathway CS
¢ Those complaints which are not satisfied by the actions of the Horizon
Helpdesk Team and Management
¢ Complaints demanding a response by senior ICL Pathway management
3.1.2 CS - Logging of complaints
e Is complaint proper to ICL Pathway?
a. Yes — follow procedure below
b. No -acknowledge letter and forward to appropriate owner.
e All complaints which are proper to ICL Pathway CS are logged within 24
hrs of receipt on the Customer Services Complaints Database (these will
be logged directly onto Powerhelp, by Customer Services when user
access and training has been completed).
e All complaints which are proper to ICL Pathway are acknowledged by
letter (see Appendix 1) within 24 hours of receipt.
e¢ Complaints proper to other ICL Pathway departments are referred within
24 hours with timescales for response.
3.1.3 Initial investigation
¢ Is the information provided sufficient to deal with the complaint?
a. Yes ~— respond by telephone / letter/ NBSC response form as
appropriate to complaint,within seven days
. No - obtain further information by letter/telephone.
c. For all complaints requiring further information/investigation, interim
responses are provided weekly.
3.1.4 Resolution
e The complaint will be investigated to expose the root cause and provide an
acceptable solution
e Is complaint resolved to customer's satisfaction?
a. Yes — Agree closure with customer and confirm actions in writing with
customer. (See standard response letter at Appendix 2).
b. No - escalate to Team Manager for action
3.1.5 Closure
¢ Update details on Customer Services Complaint Database (Powerhelp
when available).
e File all relevant paperwork in CS complaints file (these documents will be
stored and retained for the period of the contract plus six years).
3.2. Improvement Opportunities
Ensure improvements are registered and actions are carried out for continuous
Improvement:
¢ HSH improvements are registered with the HSH training team to assist
with future call management
© 2001 ICL Pathway Ltd Company in confidence Page: 6 of 9
FUJ00079861
FUJ00079861
ICL Pathway Ltd Customer Services Complaint Procedure Ref: CS/PRO/116
Version: 2.0
Company in Confidence Date: 31-Jan-2001
e PON service improvements are alerted to the NBSC suggestions Team for
consideration.
3.3. Monitoring of all Complaint Calls
Strategic services will carry out a weekly monitor of new complaint calls to
check for:
¢ Consistency of responses to customers complaints and referral of any
inconsistencies through the management chain for action
¢ Completeness of responses to customers complaints and referral of any
issues through the management chain for action
¢ Identify any emerging trends and ensure appropriate actions are taken to
resolve issues and revisit any failing process
e Produce weekly statistics showing number of complaints received against
specific categories (as defined by HSH call codes).
3.3.1 Measures
¢ Monitoring of complaints weekly, analysed appropriately for: source, type,
root cause
© Positive trends showing complaint frequency is responding to continuous
improvement activities
e Time elapsed between complaint receipt and agreed resolution
© 2001 ICL Pathway Ltd Company in confidence Page: 7 of 9
FUJ00079861
FUJ00079861
ICL Pathway Ltd Customer Services Complaint Procedure Ref: CS/PRO/116
Version: 2.0
Company in Confidence Date: 31-Jan-2001
Appendix 1 Standard acknowledgement letter
Postmaster> <Date>
<xxxxx Post Office>
<Address_line_1> Our ref
<Address_line_2> <Our_ref>
<Address_line_3>
<Postcode> Your ref
<Recipient's_ref>
Dear <PM>
<Customer Complaint>
<ICL Pathway acknowledges receipt of your letter. Your comments have been noted and the matter is being
investigated. We will be contacting you again within the next seven days.
>
Yours sincerely
<XXXXXXX>
<ICL Pathway
Customer Services>
© 2001 ICL Pathway Ltd Company in confidence Page: 8 of 9
ICL Pathway Ltd Customer Services Complaint Procedure
Company in Confidence
FUJ00079861
FUJ00079861
Ref: CS/PRO/116
Version: 2.0
Date: 31-Jan-2001
Appendix 2 Example of closure letter
<Postmaster>
<xxxx Post Office>
<Address_line_1>
<Address_line_2>
<Address_line_3>
<Postcode>
Dear <PM>
<Customer Complaint>
< Tam writing to confirm our telephone conversation of .......... as agreed.
<Date>
Our ref
<Our_ref>
Your ref
<Recipient's_ref>
As discussed on xxxxxx, it is a standard requirement for the engineer to assess how damage may have occurred.
The printer in particular is prone to damage if the correct procedure is not followed at all times. From our
conversation you have confirmed that the engineer has advised on the correct method for removal of the old
paper roll, you have confirmed that this is the procedure you are following.
Hopefully, there will not be a reoccurrence of the original problem. Thank you for taking the time and effort to
write to ICL Pathway.
>
Yours sincerely
<Author>
<ICL Pathway
Customer Services>
© 2001 ICL Pathway Ltd Company in confidence
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