COMPLAINTS & FEEDBACK POLICY
At Alpha Community Care, we are committed to providing high-quality services to our customers. We welcome feedback and take all complaints seriously, using them as an opportunity to improve our services. This Complaints and Feedback Policy outlines our procedures for receiving, addressing, and resolving complaints and feedback from our customers.
Receiving Complaints and Feedback
We welcome feedback and complaints from our customers, and we have established multiple channels for receiving them, including in-person, phone, email, and through our website. We aim to acknowledge all complaints and feedback within two business days and provide a response within ten business days, although more complex complaints may take longer to resolve.
Addressing Complaints and Feedback
We investigate all complaints and feedback thoroughly, gathering all relevant information and conducting interviews with relevant parties. We treat all complaints and feedback confidentially and impartially, and we maintain accurate records of all complaints and feedback received.
Resolving Complaints and Feedback
We aim to resolve complaints and feedback in a timely and satisfactory manner, and we work with our customers to find a resolution that meets their needs. We communicate with our customers throughout the process, providing updates on the progress of the investigation and any actions taken.
Escalation of Complaints
If a customer is not satisfied with the resolution of their complaint, they may escalate the issue to the next level of management. We have established an escalation process to ensure that all complaints and feedback are addressed appropriately and in a timely manner.
Feedback
We welcome and value feedback from our customers regarding our services. We use this feedback to improve our services and customer experience. We encourage our customers to provide feedback through our website or other channels and we will acknowledge and respond to all feedback received.
Confidentiality and Privacy
We treat all complaints and feedback confidentially, and we do not disclose any personal information without the customer’s consent, except as required by law. We respect the privacy of our customers and employees, and we take steps to protect their personal information in accordance with privacy laws and regulations.
Continuous Improvement
We use feedback and complaints to identify areas for improvement and to develop strategies to improve our services.
We continually review and update our policies and procedures to ensure that we meet the needs and expectations of our customers.
If you have any complaints or feedback regarding our services, please contact us at [email protected].
