SOP Complaint Handling.pdf

SLC-Banban Camp

Standard Operating Procedure

Title

Complaint Handling

Ref #

SOP/ADM/-/COM/004/01

Issue Date

Total Pages

1 of 5

Signature and Distribution Page

NOT APPLICABLE

SUPERSEDES SOP No:-

PREPARED BY

APPROVED BY

Hassan Ali Khalid

Lal Hussain

Assistant Manager HR

General Manager, SLC

AUTHORIZED BY

Signature

Date Name Title

Copy #

Distribution Location

1.

GM Secretariat

2.

Human Resource Department, PBAD, SBG

3.

Human Resource Section, SLC (Master Copy)

4.

Administration Section, Banban Camp

5.

Maintenance Section, Banban Camp

6.

Complaint Cell, Banban Camp

7. 8. 9. 10. 11.

Director HR or his Designee, SBG

Received By

SLC-Banban Camp

Standard Operating Procedure

Title

Complaint Handling

Ref #

SOP/ADM/-/COM/004/01

1.

Issue Date

Total Pages

2 of 5

PURPOSE 1.1.

To establish a systematic & efficient approach for handling complaints to decrease turnaround time.

2.

SCOPE 2.1.

This procedure applies to complaints received by Duty Incharge Complaint Cell and all Administrative & Maintenance Staff.

3.

HEALTH, SAFETY AND ENVIRONMENTAL PROTECTION 3.1.

4.

CHANGE OF HISTORY 4.1.

5.

This is the first issue of this SOP.

INSTRUCTIONS 5.1.

Receipt of Complaint Complaints may be lodged through a number of channels and at any level. It is more efficient to first lodge the complaint with the supervisor nearest to the source of problem. The supervisor receiving the complaint will then escalate the matter to the appropriate level.

5.2.

Verbal complaints Verbal complaints include both face to face discussion at complaint cell and complaint received over the mobile phone by complaint cell or maintenance supervisors. 5.2.1. The Duty Incharge Complaint Cell receiving the complaints will: (i)

Greet and Introduce one-self, determine the details of the complaint and record the complaint on the register form contained in Appendix A.

(ii)

Confirm the details received with the person making the complaint.

(iii)

Explain to the complainant the course of action available.

(iv)

Commit to positive action immediately and seek to resolve the complaint if possible.

(v)

Determine whether the person making the complaint is satisfied with the proposed course of action and, if not, suggest an alternative course of action.

(vi)

Follow up and monitor the outcome to confirm that the person is satisfied and has received appropriate feedback from the concerned supervisor.

SLC-Banban Camp

Standard Operating Procedure

Title

Complaint Handling

Ref #

SOP/ADM/-/COM/004/01 (vii)

Issue Date

Total Pages

3 of 5

The status column on the complaint register is to be marked as ‘OK’ at the time when the complaint is solved.

5.3.

Written complaints by occupants, supervisors & tradesmen. 5.3.1. Written complaints may contain various natures, it is very important to determine whether the complaint comes under the scope of Service Level Agreement (SLA) before addressing the issue. In case the nature of complaint is beyond the scope, the complainant must be suggested, the alternative course of action verbally in courteous manner. In case the nature of complaint determined, comes under the scope of SLA, it is required to be resolved as under. 5.3.2. Written Complaint by Occupant. (i)

If a written complaint is lodged by an occupant at complaint cell or to the supervisor; it shall be submitted to the Chief Maintenance Supervisor (CMS).

(ii)

CMS is required to determine the nature of complaint. In case the nature of complaint comes under the scope of maintenance section, it is to be resolved as per the directions of CMS to the concerned supervisor. In case CMS is unable to resolve the complaint the issue shall be escalated to the Manager for decision; and CMS is required to act accordingly.

(iii)

In case the nature of complaint is Administrative; the application is to be handed over to the Camp Boss (CB). The CB is required to determine the nature of complaint as per SLA and resolve the complaint. If the complaint does not come under the SLA, the CB is required to suggest an alternative course of action to the occupant and close the complaint.

(iv)

If the complaint is unable to be resolved and comes under the scope of SLA, the issue shall be escalated to the Manager for decision; and CB is required to act according.

(v)

In any case CB shall inform the complainant regarding the final decision/solution of his complaint or regarding an alternative course of action.

5.3.3. Written Complaint by Supervisor and tradesmen (i)

Written complaint by supervisor/tradesmen regarding the shortage of inventory, tools & equipment or any other cleanliness, hygiene, safety, maintenance, repair and replacement issue is to be resolved by CMS.

SLC-Banban Camp

Standard Operating Procedure

Title

Complaint Handling

Ref #

SOP/ADM/-/COM/004/01 (ii)

Issue Date

Total Pages

4 of 5

In case CMS is unable to resolve the complaint of supervisor the matter is required to be escalated to the Manager for decision and the CMS is required to act accordingly.

5.4.

Security Complaints and Handling 5.4.1. Security related complaint at any level shall be immediately directed to the Security Section. In addition the same information is also required to be given to the CB for information. 5.4.2. Inspection team at Camp will also lodge security related complaint at Security Section and inform CB for information. 5.4.3. CB is required to brief Manager regarding all security complaints/issues for further correspondence with SBG’s concerned authorities if necessary.

5.5.

TAWASUL Complaint & Handling 5.5.1. All issues/complaints pertaining to Tawasul shall be directed to Tawasul section.

5.6.

Complaints In Relation To Third Party Contractors 5.6.1. Complaints In relation to water/diesel/gas suppliers and garbage carrier services or any other third party issues shall be notified to Manager; such issues shall be escalated to the Deputy General Administration & Finance Manager, SBG.

6.

RESPONSIBILITIES 6.1

Documentation and Reporting 6.1.1. CMS is responsible to ensure timely handling of complaints. 6.1.2. CMS is required to maintain the Complaint Register for follow ups and record keeping. The register is required to be put up daily for Manager’s signature by CMS or Duty Incharge Complaint Cell. 6.1.3. CMS shall review the register after Manager’s signatures to seek remarks and act accordingly.

SLC-Banban Camp

Standard Operating Procedure

Title

Complaint Handling

Ref #

SOP/ADM/-/COM/004/01

7.

Total Pages

5 of 5

Appendixes 7.1.

8.

Issue Date

Appendix A: Specimen Form; Complaint Cell Register.

Key Words & Abbreviations 8.1.

Complainant:

Occupant or any employee lodging complaint.

8.2.

Duty Incharge:

An employee assigned to handle complaints in the complaint. cell for a specific period of time; minimum eight hours per day.

8.3.

DG A & FM:

Deputy General Administration & Finance Manager (Projects) of SBG.

8.4.

Manager:

Manager Banban Camp equivalent to Zone Manager (PBAD).

8.5.

CMS:

Chief Maintenance Supervisor (SLC).

8.6.

CB:

Administration Supervisor / Camp Boss (SLC).

8.7.

Inspection Team:

Employees deputed on camp inspection.

8.8.

Security Section:

Security Section of SBG at Banban Camp.

8.9.

Tawasul:

Tawasul section of SBG at Banban Camp.

Date:_________________

COMPLAINT CELL REGISTER Time: From ______ To______ Sr. No.

Name of Occupant

Cptr No

Mobile No

Nationality

Bldg No

Room No

Detail of Problem

Suggested Time By Duty Incharge

Status

DI

1

CMS

Ref# SOP/ADM/-/COM/004/01

Banban Camp - SLC Management Team

2 4 5

Complaint Handling (Appendix A)

6 7 8 9 10 11 12 13

14

15

16

Cptr No:

Electrician :

Cptr No:

Plumber :

Cptr No:

Carpenter :

Cptr No:

AC Mechanic :

Cptr No:

_________________________ Camp Manager Banban Camp

Page 6 of 6

Duty Personals Duty Incharge :