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  • Complaint Handling Procedure Railway Workshop

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    Marjorie Dulay Dumol
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    This document outlines the complaint handling procedure for the Locomotive Workshop of the Northern Railway in Lucknow, India. It defines the process for registering complaints, assigning responsibility to address complaints within defined timelines, providing periodic updates on pending complaints, and communicating lessons learned from complaints across the organization. The SSE Incharge is responsible for implementing and managing the complaint handling procedure.

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    16. Procedure - Complaint Handling.doc

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    This document outlines the complaint handling procedure for the Locomotive Workshop of the Northern Railway in Lucknow, India. It defines the process for registering complaints, assigning responsibility to address complaints within defined timelines, providing periodic updates on pending complaints, and communicating lessons learned from complaints across the organization. The SSE Incharge is responsible for implementing and managing the complaint handling procedure.

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    © All Rights Reserved
    Download as DOC, PDF, TXT or read online from Scribd
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    105 views1 page

    Complaint Handling Procedure Railway Workshop

    Uploaded by

    Marjorie Dulay Dumol
    This document outlines the complaint handling procedure for the Locomotive Workshop of the Northern Railway in Lucknow, India. It defines the process for registering complaints, assigning responsibility to address complaints within defined timelines, providing periodic updates on pending complaints, and communicating lessons learned from complaints across the organization. The SSE Incharge is responsible for implementing and managing the complaint handling procedure.

    Copyright:

    © All Rights Reserved
    Download as DOC, PDF, TXT or read online from Scribd
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    of 1

    LOCOMOTIVE WORKSHOP, NORTHERN RAILWAY,

    LUCKNOW
    Procedure Manual - IMS DOC. NO. : PM/LW/SMT/16
    ISSUE/REV NO.-1/0Date : 15-09-2019
    ISO 9001:2015, ISO 14001:2015 &
    ISO 45001: 2018

    Procedure: Complaint Handling Procedure


    1. SUMMARY:
    a. The purpose of this procedure is to define the methods to handle the complaints
    received from clients, customers.
    b. The SSE Incharge is responsible for implementation and management of this
    procedure
    2. REVISION AND APPROVAL

    Rev. Date Nature of Changes Approved By


    [Procedure
    [Rev [Date of
    Original issue. Approver
    Number] Issue]
    Name]

    3. PROCEDURE: COMPLAINT HANDLING

    SL. No ACTIVITIES RESPONSIBILITY

    1. Register Complaint in Software/ Complaint Book

    2. Manage the complaint process including :


    a.) Complaint is assessed & assigned to the respective
    department
    b.) Acknowledging receipt of the complaint within 24 hr.
    c.) Providing a final written response to the complaint
    within 2 working days of receipt of the complaint,
    including :
    - Information relevant to the complaint.
    - Explanation of event.
    SSE INCHARGE
    - Adequate reasons for any decision made
    - Acknowledgement with thanks to complainant for their
    feedback.

    3. If Pending, the provision of periodic reporting for governance


    to SSE INCHARGE

    4 Processes changes, learning & corrections are implemented &


    communicated across the organization through formal training
    session, circulars , Notice boards, Visual display.

    Page 1 of 1

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