COMPLAINT MANAGEMENT

These client complaint management procedures set out the process for managing client , staff
complaints received by the Kegoz Administration office or referred by the Business development
Unit or Staff in general .
Application
These procedures apply to all employees of KEGOZ who receive a complaint from an internal
staff or external client. They are to be used in conjunction with the Client complaint management
policy and any relevant departmental guidelines.
Client complaint management procedures outline the process for managing complaints about a
KEGOZ product, service, procedure, practice or policy, or KEGOZ staff conduct when providing
a service.
Complaints about a breach of privacy and right to Information is managed under this procedure.
The process for managing out- of -scope matters identified in the Client complaint management
policy is set out in the roles of the COO and Legal Adviser.

Roles and responsibilities:

1. Receiving officer (can be any KEGOZ employee )
 Receives and assesses complexity of complaint
 Records complaints in the complaint register
 Advises complainant of the complaint process, including review options
 Assesses complaints to decide if they can be actioned by the Admin manager
immediately or not, Issues relevant forms to be completed and signed by complainant.
 Resolves simple complaints
 Refers complaints not resolved at the frontline to the managing officer (Admin
Manager) or refers complaints to other areas as required.
 Assigns complaints to Admin Manager for action
 Liaises with senior management on complex issues
 Analyses and reports on complaints
 Assesses, investigates and resolves complaints
 Liaises with the complainant on a regular basis to provide progress updates and to
seek and clarify information
 Advises complainant of outcome, sends the report and advises options for review if
they are not satisfied
 Where complainant is not satisfied, a Panel investigating is instituted comprising of
the Management Team (Review/Investigative Panel) as long as they weren’t involved
in the initial complaint investigation.
  Investigates complaints that cannot be resolved by the Admin Manager as
required/requested.
 Decide and advise the complainant of the outcome and Admin Manager files the
record and closes the matter.
PROCEDURAL STEPS
Step 1. Receiving and handling: respond in a positive and courteous manner, inform
complainant of the process and policy. Log complaint in register and issue forms. Read to
them the confidentiality and protection that: their personal information will not be provided
to any person you are complaining about, unless it is specifically required to ensure your
complaint is appropriately dealt with. Any use of your personal information will be limited to
that necessary to investigate and respond to the issues raised in your complaint.
Step 2. Listen to the complainant, confirm particulars of the complaint, seek to understand
what outcomes (remedy) the complainant is after and advise complainant of timeframes for
resolution and review options.
1. Step 3. Frontline resolution: resolve simple complaints by persuasion and offering remedy that
is fair and if this fails refer standard and complex complaints to the GM for advice.
Step 4. In-depth Investigation: Constitute a panel of Management team to investigate,
recommend appropriate remedy and close out and file outcome.
Complainants should clearly detail in writing the grounds on which the matter is to be
reviewed
Team will review and analyze complaint and arrive at a verdict in 24 hours and communicate
out come to complainant.