Introduction

At Intellihub, we are committed to delivering exceptional service and maintaining the highest standards of customer satisfaction. We recognise that effective complaint management is crucial to achieving these goals and continuously improving our operations.

 

This document outlines our comprehensive Complaints Management Process, designed to ensure that all customer complaints are handled efficiently, fairly, and systematically. By following this process, we aim to:

1. Resolve customer issues promptly and effectively
2. Identify and address root causes of complaints
3. Continuously improve our products, services, and processes
4. Enhance customer satisfaction and loyalty
5. Comply with all relevant regulatory requirements

 

This document serves as a guide for all Intellihub staff involved in complaint management. It details each step of the process, from initial complaint capture through to resolution and continuous improvement. By adhering to these procedures, we ensure consistency, fairness, and excellence in our complaint handling practices.

 

We encourage all employees to familiarize themselves with this process and to approach each complaint as an opportunity to demonstrate our commitment to customer service and drive positive change within our organization.

 

1.Capture

1.1  Channels

Complaints can be received via:

• Email: complaints@enreal.com.au, (Subject: "Formal Complaint")
• Call: 1800 844 022
• Mail: Intellihub Solar & Battery, Level 33, 2 Southbank Boulevard, Southbank, VIC 3006, (Marked: "Formal Complaint")

 

1.2  Initial Logging

• All complaints must be logged in our CMS (Complaints Management System) within 24 hours of receipt
• Record the following details for each
• Assign a unique complaint identifier
• Date and time received
• Customer details
• Method of contact
• Brief description of the issue
• Any immediate action taken

 

1.3  Acknowledgment

• Send acknowledgement to the customer within 5 business days of receiving the complaint
• Use standard template, personalized to the complaint
• Include unique complaint identifier
• Outline next steps and expected timeframe
• Automated: If email is method of contact
  

 

1.4  Categorisation

Categorise complaints as:

• Service - Installation
• Service - Sales Process
• Service - Staff Conduct
• Service - Billing/Financial
• Service - Complaint Handling Procedure
• Product - Technical Issues
• Product - Damaged during shipping
• Product - Missing parts or components
• Product - Safety hazards
• Product - Warranty Concerns

 

1.5  Prioritisation

Prioritise based on urgency and severity:

• High: Safety issues, complete system failure, or financial hardship
• Medium: Partial system malfunction or significant inconvenience
• Low: Minor issues, general feedback, or easily resolvable matters

 

1.6  Immediate Escalation (If Necessary)

 

Criteria for immediate escalation:

• Safety concerns
• Potential legal issues
• Significant financial impact
• Severe reputational risk
• VIP customers (as defined by company policy)

 

Process:

• Assign to relevant senior management within 1 hour of complaint receipt
• Convene emergency response team if necessary
• Develop and implement immediate action plan

 

Documentation:

• Record all escalation actions in CMS
• Prepare detailed incident report within 24 hours of escalating to senior management

 

1.7  Additional Information Gathering

If the initial complaint lacks sufficient detail:

• Contact the customer within 2 business days of complaint receipt
• Use the customer's preferred contact method (phone or email)
• Clearly explain what additional information is needed and why
• Document the request and any information received in the CMS

 

If unable to reach the customer:

• Make at least two attempts over a 5-day period
• Leave a voicemail or send an email explaining the need for more information
• Pause the complaint timeline until customer responds
• Update the CMS with all contact attempts and information received

 

1.8  Assignment

• Assignment to appropriate department/individual based on category
• Service: Operations team
• Product: Technical team
• High priority complaints assigned to senior team members

 

2        Review

2.1  Investigation

• Gather all relevant information and documentation
• Review system logs or technical data if applicable
• Interview staff members involved
• Analyse root cause and identify any systemic issues
• Document all findings in the CMS

 

2.2  Resolution Planning

• Determine appropriate resolution based on investigation findings
• Consider both specific complaint and broader implications
• Prepare resolution plan, including:
• Proposed solution
• Timeline for implementation
• Any required resources or approvals

 

2.3  Implementation

• Execute the resolution plan
• Update CMS with actions taken and outcomes
• For complex resolutions, provide progress updates to the customer

 

2.4  Response Formulation

• Clearly explain the outcome of the investigation and actions taken
• Address all points raised in the original complaint
• Use plain language, avoiding technical jargon
• If complaint upheld, offer an apology and explain the remedy
• If not upheld, provide a clear explanation why

 

2.5  Quality Check

• Check for clarity, completeness, and appropriateness of tone
• All responses requiring compensation to be reviewed by management before sending to the customer

 

2.6  Response Delivery

• Provide a formal response to the customer within 15 business days
• If unable to provide formal response within 15 business days, provide customer with update with progress updates and if we need more time before the 15 business days expires
• Send response via customer's preferred method
• Follow up with a phone call for high priority complaints
• Log all responses in the CMS

 

3        Solve

3.1  Resolution Implementation

• Ensure all agreed actions are completed
• Update customer records with resolution details in CMS
• Implement any systemic changes identified during investigation

 

3.2  Customer Satisfaction Check

• Contact customer to confirm satisfaction with resolution
• Address any outstanding concerns promptly
• Log outcomes in the CMS

 

3.3  Escalation (if needed)

• If customer is unsatisfied, escalate to next level of management within 2 business days
• Final response within 25 business days of original complaint unless extension agreed upon with customer
• Provide external escalation options if internal process exhausted
• Log outcomes in the CMS

 

3.4  Closure

• Close complaint in CMS only when customer confirms satisfaction or external escalation options have been provided.
• Record outcome and any commitments made in the CMS

 

4        Analyse

4.1  Individual Complaint Analysis

• Review handling of each complaint for adherence to process and quality of resolution
• Identify any learnings or improvement opportunities

 

4.2  Trend Analysis

• Generate quarterly reports including:
• Number of complaints by category and priority
• Average resolution time
• Percentage resolved within target timeframes
• Recurring issues and trends
• Customer satisfaction scores if received

 

4.3  Root Cause Analysis

• For frequent or significant issues, conduct detailed root cause analysis
• Identify systemic issues or process failures contributing to complaints

 

5        Report

5.1  Internal Reporting

• Produce quarterly dashboard for management, including:
• Key complaint metrics
• Progress on improvement initiatives
• Emerging trends or risks

 

5.2  External Reporting

• Provide aggregated complaint data to regulatory bodies as required

 

6        Improve

6.1  Process Updates

• Review and update this complaints management process annually (or when required)
• Communicate changes to all staff and provide additional training on updated procedures

 

6.2  Staff Training

• Conduct annual complaints handling training for all customer-facing staff
• Provide ongoing coaching based on complaint handling performance

 

6.3  System Enhancements

• Regularly review and upgrade CMS functionality to assess if system is fit for purpose

 

6.4  Customer Feedback Loop

• Review and update (where appropriate) mechanisms to gather and act on customer feedback about the complaint process
• Use insights to continuously refine customer service and the complaints management process to improve the customer experience

 

Final Comments

By following this process, Intellihub ensures a systematic, customer-focused approach to complaint management. This process not only resolves individual issues effectively but also drives continuous improvement across the organization, enhancing overall customer satisfaction and operational efficiency.