We ensure that customer complaints are handled in a professional, consistent and efficient way. The Management Representative is responsible for recording customer complaints and then forwarding the complaints to the relevant Department Heads.
The Department Head is responsible for:
- Assessing, recording, monitoring and tracking complaints concerning their area of responsibility using the complaints management system;
- Investigating, determining and assigning the investigation to employees under his/her control;
- Keeping complainants informed of the progress of complaints;
- Ensuring that complaints are resolved within specified timeframes;
- Providing written notification of outcomes to complainants, including the reason/s for those outcomes.
We take competition seriously. We value the need of our clients. We pledge to take long strides when it comes to customer satisfaction. Over the years, Juba Transport Limited has successfully served its clients and as a result has maintained a steady increase of fleet of trucks.
Initial Assessment and Classification
We have served our client well over the year in incorporation of International Standards between client and transporter to enhance HSEQ best work practices.
Complaints will normally be received by frontline personnel in the marketing, logistics or by drivers. However, complaints may also be received by any employee of Juba. Any employee that initially receives a verbal complaint, where possible, should attempt to resolve the complaint verbally at this point.
All written complaints and complaints not resolved verbally must be relayed to the Management Representative for entry into the customer complaints log. Once a complaint is received it is given a reference number and entered in the customer complaints log. All the pertinent details regarding the circumstances of a complaint are recorded on the complaint registration form.
Every complaint that is logged is accompanied within 2 days by a formal written acknowledgement to the complainant, containing an expectation of when he/she will receive a response, and the person dealing with the complaint.
Any complies follows:
Priority 1 – Urgent, potential high business impact. These complaints require a response to the customer within 5 working days. This should be used (sparingly) for major issues where the customer may be either a large customer, or any customer who is considering moving their business from Juba.
Also this could be used in a situation where the customer may be in a position to influence or make public statements that would impact upon the Juba brand or reputation.
Priority 2, Non-urgent, lower business impact. These require a response to the customer within 10 working days. This should be used for most complaints with individual customers, as this allows a reasonable time to collect information and produce a balanced response.
Discretion and flexibility should be exercised in prioritizing all complaints. The staff member logging the complaint should review the complaint and its priority with the Management Representative before proceeding to the next step. Departmental Heads decide on the appropriate person(s) to carry out subsequent steps, including the investigation.
Complaints that cannot be resolved within 10 working days, for example, those requiring capital investments, are escalated to the Managing Director.
The Department Head will first determine if a complaint is trivial by considering:-
- Constant complaints from the same complainant against one person or department about the same issue;
- A complainant seeking to revisit the same issue after an initial investigation and subsequent review when no new evidence or material is provided;
- Making a complaint based on false statements of fact;
- A complainant making ongoing complaints on an issue which has previously been determined to be trivial, frivolous or made in bad faith.
All complaints determined to require investigation will further be reviewed to determine if the formal Corrective Action procedure is required depending on the seriousness or frequency of occurrence of that type of complaint. A standard approach to investigating the complaint may include:
a review of any relevant legislation or internal policies and procedures;
gathering of necessary information, consultation with relevant persons and assurance of a thorough understanding of the issues; and
establishment of facts, including analysis of any evidence for quality, corroboration or contradiction.
Following the completion of the investigative stage, a review of the findings is made and the appropriate course of action determined. Complaints that require corrective actions on the system in addition to resolving the customer’s problem will also be recorded in the appropriate corrective action records.
Responding to Customer
A final response is prepared by the responsible department and sent to the complainant. All final responses are signed off at manager or director level.
Follow-Up and Close Out
Once a final response has been issued, the Management Representative follows up on the customer to confirm that the resolution is acceptable. Upon confirmation of acceptance, the customer complaints log is updated to indicate closed status.