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Customer Service Complaint Handling Process


Complaint received at the HO/RO by Customer Service Manager/Officer.

Email Phone Fax

Customer Service Manager after verifying with the recipient/complainant mark the email
to designated region and assign a priority status to the complaint.


Customer Service Officer will enter the complaint in the design complaint Log Sheet which
will be monitored every month at HQ. Regions and reviewed by PD.


Regional Customer Service Officer after maintaining the data will contact the respective team for resolution.

Academics Finance Marketing RO QA

The respective team will take all necessary actions in rectification of the complaint
as per the defined time frame set by CS Manager/Officer

Low Medium High

Customer Service Manager may contact the complainant in defined
time frame and confirm if the matter is resolved.


Complaint Closed