To enhance customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints received, and enhancing the organisation’s ability to improve its products and services, including customer service:

• Top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training
• Recognising and addressing the needs and expectations of complainants
• Providing complainants with an open, effective and easy-to-use complaints process
• Analysing and evaluating complaints in order to improve the quality of products and services, including customer service
• Auditing of the complaints-handling process;
  Reviewing the effectiveness and efficiency of the complaints-handling process