Customer Complaint and Feedback Form
v1.6
Purpose. This form records a customer complaint, compliment or suggestion received in store, by phone, online or on social media, and starts the response process in the customer feedback and complaints register.
1.When to use this form
Complete this form for any complaint that the team member cannot resolve on the spot, any complaint about product safety, food, medicines or delivery, any complaint that the customer asks to be recorded, and any compliment or suggestion worth sharing with the team.
2.Recording the complaint
Record what the customer says in their own words, what they want to happen and what has already been offered. Do not record opinions about the customer. Attach or note the receipt, order number or product details and take a photograph of any product where the customer agrees.
3.Privacy
Collect only the contact details needed to respond. Tell the customer how their details will be used. Do not share the details of a complaint outside the people responding to it.
4.Response timeframes
The supervisor will contact the customer within two business days and the group will close the complaint or respond in writing within ten business days. The customer will be told how to escalate if they are not satisfied.
5.Filing
Enter the complaint in the customer feedback and complaints register the same day, attach this form and update the register at each step until closed.