Complaint Handling Process

Step 1: Receiving the Complaint

All customer complaints related to the use of products and services will be received by the company through the following channels: customer support/service hotline, written documents, email, etc.

Step 2: Analyzing the Complaint

    – For complaints received directly or by phone that have sufficient information and can be resolved immediately, the customer service department will respond to the customer as requested.

    – For complaints lacking sufficient information or that cannot be resolved immediately, the customer will be notified and further information will be requested for discussion and further action.

    – The customer list and related information will be checked, relevant departments will be coordinated to investigate the cause and follow up, and the customer will be contacted to gather more complaint information for collaborative resolution.

Step 3: Identifying the Cause and Resolving the Complaint

    – The complaint resolution department, in coordination with other relevant departments, identifies the cause of the complaint.

    – Proposes a solution to the superior.

Step 4: Responding to and Resolving the Customer Complaint

    – Responds directly, via email, and through customer support channels.

    – Provides a written response to the complainant regarding the outcome of the complaint resolution. If the complaint is resolved immediately upon the user's direct complaint and mutual agreement is reached, the responsible department does not need to issue a complaint receipt, but must create a record of the resolution and file it.

    – Sends relevant departments to address the issue that caused the complaint.

Step 5: Concluding the Complaint

Records information, summarizes, and draws lessons learned.