STANDARD OPERATING PROCEDURE

CUSTOMER COMPLAINT HANDLING PROCEDURE

MANAGEMENT OFFICE

NOTE: RESPONSE TIME ON TYPE OF COMPLAINTS

Nature of Complaint - email/ walk-
1) Breakdown Emergencies -in/call-in
Within 2received/whatsapp/etc
hours from time
of complaint received by Admin/BM
2) Minor Defects - 1 Working Day
3) Major Defects - 2 Working DaysAdmin/BM
or More to fill in
depending on the availability ofComplaint Form
spare parts/materials.

BM and BT to identify/investigate
complaint received
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