Community Care Client Complaint Resolution Process

Based on both the course “Business Processes” content and the description of the “Community Care”
client complaint resolution (below), design the flowchart for the process using the basic business
processes map symbols (five basic symbols only. For details, refer to the chapter 2)

Customer complaint received

Verify complaint documentation and information:

a) If documentation is completed, go to the next step

b) If documentation is not completed call to the client to request additional information (within 24
hours)

Fill out the “Complaint Register” stating date, client name and contact number and complaint details

Assign a case number and open a file to follow up the case

Call client to acknowledge complaint (within 24 hours)

Asses the client complaint to determine:

a) If it can be resolve immediately, refer it to the Customer Service Supervisor (to be resolved
within 24 hours)
b) If it needs to be investigated, refer it to the Customer Service Manager (to be resolved within 5
business days)

Follow up the case as needed

If the complaint is resolved:

a) Call the customer and enter date of feedback given to client

b) The case number and relevant documents must be placed on the client file
c) Close the case in the Complaint register

If unresolved:

a) Send the file to the Customer Disputes Manager

b) Enter the date and details of the customer complaints in the complaint register
c) Call the customer to give proper feedback (within 24 hours)
d) Close the case