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Complaints/Feedback Registration Enrolment CSQM Alliance Members

ME AS A CUSTOMER

What are my rights and obligations under CSQM?

As a customer you have rights and obligations under the CSQM.

Customer Rights

The standard is very much focused on topping up your legal rights with best practice customer service. You have a right to give feedback, complaint and why not, compliment organizations which give you a good service.

Customer Obligations

These are two and very simple.

1) If dissatisfied in any way, your first point of reference is to the organization who supplied the product or service. If in anyway dissatisfied with the experience after complaining, please do send us an email and we will follow up.

2) The second obligation is to be objective and provide us with facts so we can do the complaint follow up in the shortest possible time frame.

Which are the Accredited and Certified Organizations?

Click here to check who are the Enrolled and Certified Organizations

Filing a Complaint

We take all your complaints seriously. The complaint procedure is as follows:

a) Log your complaint to the person actually delivering the service to you on the spot or as soon as you feel you have to make the complaint. In most cases our accredited organizations have internal procedures to empower their people to put things right on the spot for YOU.

b) If you are not satisfied with the outcome of action (a) hereabove, contact the management/customer care/or the person's supervisor to escalate the complaint, making sure you furnish the person with all details of the event or product. This should solve the problem. If there was some oversight or the first person to whom you complained was not able to help in any way to your entire satisfaction, escalation of the complaint should help.

c) If you are still not satisfied in any way or want to let us know about your experience, please click here and send us an email with ALL the details of the event that triggered this, whom you spoke to and what you are claiming.

Complaint Procedure.

As soon as we receive your complaint, we will check that you have met steps A and B hereabove. If not we will revert and ask why, so please do make sure you either follow steps A and B above, UNLESS you have a valid reason.

Once we have all the information we will send it to the contact point in the organization and advise you accordingly.

Once we get an answer, and this should be within 24 hours (working) we will inform you of their version and recommend a friendly resolution of mutual benefit.

Complaints Process - Questions and Answers

Do I have to be registered to file a complaint?

No. Registration is merely to keep you posted of developments, new additions to the family of Accredited and Certified organizations and such information.

What if I make a complaint on the spot and am still not satisfied with the overall experience with the organization?

If this is the case please do let us know telling us in detail the reasons for your dissatisfaction.

If I register a complaint, is my position effect at law?

No. We are merely a go between so all your rights and obligations will remain the same.

Why should, I after all file a complaint with you?

Because we will get you results fast and that helps us to help your seller fix your grievance.

Do I really have to send an email?

Unfortunately yes, in order to keep the service free of charge for you.

Registration

Click here to send us an email so you can be registered in our database to keep you informed of any changes in our membership and such matters.

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