Customer Feedback Management Policy

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1 Customer Feedback Management Policy Version 2.0

2 Table of Contents 1 Document Control Document Information Document History Scheduled amendments Document Approvals Review Purpose Scope Principles Types of Feedback Feedback assessment Compliments Suggestions Complaints Types of complaints Remedies External Complaint Escalation Unreasonable Complainant Conduct Conflict of Interest Giving feedback Lodging feedback Assistance in lodging feedback Anonymous feedback Reporting and analysis Accountability Definitions References / Related Documents Appendix 1 Complaint Escalation Levels Appendix 2 Feedback Not Covered by this Policy Effective Date: 1 July 2015 Customer Feedback Management Policy Page 2 of 17

3 1 Document Control 1.1 Document Information Information Document Owner Executive Director, Customer Service Issue Date 1 July 2015 File Name Customer Feedback Management Policy Review Period 12 months 1.2 Document History Version Issue Date Changes 1 4 December 2014 Release of New Policy 2 30 June 2015 Release revised policy 1.3 Scheduled amendments Version Review Date Changes 2 1 July 2015 Release of New Policy 3 1 July 2016 Review 1.4 Document Approvals Role Name/Meeting Date Signature Date Executive Director Customer Service A/Commissioner Board Effective Date: 1 July 2015 Customer Feedback Management Policy Page 3 of 17

4 2 Review The Customer Feedback Management Framework, including this policy and internal operating procedures, will be reviewed at a minimum every 12 months by the Customer Relations Officer (the CRO) and reported to the Executive Leadership Team (the ELT). The Commissioner is responsible for approving the review. The Queensland Building and Construction Board (the Board) are responsible for approving any changes to this policy. 3 Purpose The ownership of customer experience is a global responsibility across every staff member at the Queensland Building and Construction Commission (QBCC). The QBCC recognises feedback is an integral part of achieving effective customer service and can provide valuable insight to business improvement and employee development opportunities. Customer feedback is made up of: Complaints; Compliments; and Suggestions The QBCC is committed to receiving and actioning customer feedback by: Providing easy access for customers to information about the QBCC s services and procedures; Informing customers of their rights and responsibilities; Providing easy access for customers to provide feedback; Ensuring feedback is dealt with in a timely, fair and objective manner; and Ensuring customers providing feedback are kept informed of the QBCC s actions where such information has been requested or as the QBCC deems appropriate. The QBCC has adopted an approach to managing customer feedback to ensure investigations are conducted in a confidential, unbiased, transparent and accountable manner. 4 Scope This policy forms part of the QBCC s Customer Feedback Management Framework, and associated policies and procedures. This policy relates to feedback from customers about the QBCC s procedures, the quality of service provided by QBCC and the conduct and behaviour of staff. Customer feedback includes complaints and compliments received from customers on customer service and suggestions on how to improve our service or processes. The QBCC aims to manage all feedback received in a fair and timely manner but there are circumstances where the scope of this policy does not cover a particular complaint or dispute. Refer to the table in Appendix 2 to see other resources available for complaints outside the scope of this policy. Effective Date: 1 July 2015 Customer Feedback Management Policy Page 4 of 17

5 5 Principles The QBCC seeks to incorporate the following principles when dealing with customer feedback under this policy: Focus on solutions Customer Friendly Attributes Professional Skills & Knowledge Anticipate, focus and understand the customer s needs Provide assistance and alternatives to the customer Courteousness and helpfulness Patience, reliability and trustworthiness Integrity, trust and respect Trained staff to listen and understand issues Investigations conducted in an accurate and rigorous manner Privacy and confidentiality are respected and kept, where appropriate Ethical obligations are met Responsiveness Customers are informed of timeframes for action Customers are kept informed of the progress Customers are informed of outcomes Monitoring and Review Ensure appropriate and comprehensive recording of feedback and their outcomes Customer Feedback Management Framework reviewed every 12 months (at a minimum) to improve customer and organisational outcomes Monitor and report against performance standards and analyse feedback and the outcomes Continuous Improvement The Customer Feedback Management Framework will link to organisational improvement mechanisms within the operational areas Effective Date: 1 July 2015 Customer Feedback Management Policy Page 5 of 17

6 6 Types of Feedback 6.1 Feedback assessment The QBCC s Customer Feedback Management System will be used to capture, track and report on complaints within the scope of this policy, including verbal as well as written feedback. 6.2 Compliments The Customer Relations Officer will acknowledge receipt of the compliment and respond to the customer, if possible. Compliments will be recorded on the Customer Feedback Management System and forwarded on to the area receiving the compliment. The Customer Relations Officer will then close the matter on the Customer Feedback Management System. 6.3 Suggestions Suggestions will be recorded on the Customer Feedback Management System, acknowledged and responded to by the Customer Relations Officer, if possible, as well as forwarded on to the area or areas to which the suggestion most closely relates. The Customer Relations Officer will then close the matter on the Customer Feedback Management System. Suggestions, and any improvement opportunities identified from suggestions, are regularly reported to the Executive Leadership Team. 6.4 Complaints The QBCC will take reasonable steps to investigate all the relevant circumstances and information surrounding a complaint. A complaint about service delivery or staff conduct will first be referred by the Customer Relations Officer to the supervisor of the person or an Executive Leadership Team nominee, respectively. The supervisor or nominee is to investigate, seek a resolution where possible and respond to the complainant. The level of investigation will be proportionate with the seriousness and frequency of occurrence and severity of the complaint. If the matter cannot be resolved to the complainant s satisfaction, it will be referred for review by a more senior officer or relevant committee, depending on the type of the complaint. If the complaint remains unresolved, the complainant will be advised on their external review options. See tables 1 to 3 in Appendix 1. Where exceptional circumstances occur, determined on a case by case basis, which create a need to act urgently in relation to a complaint, the complaint may be dealt with in a way that will ensure appropriate action is taken to resolve the matter Types of complaints Complaints about a staff member (a person complaint) or a QBCC process or procedure (a process/procedure complaint) are dealt with under this policy (in blue, below). Administrative decision and administrative decision-hybrid complaints (in red, below) will be dealt with under relevant legislation and any procedures relevant to the decision. All complaints about matters that do not fall within this policy, and the steps that may be taken to resolve them, are outlined in Appendix 2. Effective Date: 1 July 2015 Customer Feedback Management Policy Page 6 of 17

7 Complaint types: Where a complaint is about both an administrative decision and conduct, the two issues will be separated, and the conduct complaint will be dealt with under this policy, while the administrative decision will be dealt with under relevant legislation and any procedures relevant to the decision. If at any time during the Customer Feedback Management Framework process, the complaint is assessed to be about a matter that should be dealt with under another process (for example, a service complaint should be dealt with as a conduct complaint or a public interest disclosure), the appropriate process will immediately be triggered by referral to the appropriate avenue Remedies The Customer Feedback Management Framework will provide remedies which are fair to both the complainant and the QBCC and take into consideration the QBCC s legal obligations and good practice. The remedy sought by the complainant is always considered as the first option. Remedies may include: An apology An adequate explanation Indication of changes to process, policy or procedure arising from complaints Correction of misleading or incorrect records Disciplinary action or termination of staff Other assistance Effective Date: 1 July 2015 Customer Feedback Management Policy Page 7 of 17

8 6.4.3 External Complaint Escalation If a customer remains unsatisfied with the QBCC s response to their complaint, there are a number of external options available to the customer to seek external review. These options include: The Queensland Ombudsman s Office The Crime and Corruption Commission Should the external agency investigate a matter relating to a complaint as covered by this policy and provide a recommendation for improvement or change, the QBCC will need to ensure it fully considers, responds and takes all appropriate action Unreasonable Complainant Conduct Customer feedback may be considered unreasonable when the purpose of the feedback is determined to harass, annoy, delay or cause detriment. If feedback is considered unreasonable in line with the guidelines provided by the Queensland Ombudsman s Office, the Customer Relations Officer must seek the approval of the Executive Leadership Team nominee or Director to limit or cease correspondence to the customer. The decision to limit or cease communication will then be communicated to the customer in writing, including an explanation for the outcome. There will be instances whereby the Commission, even after an external escalation process will still not leave the customer satisfied with the outcome. These instances are rare but when they do occur the Commission will write to the customer advising that the Commission is no longer in a position to further assist the customer and all avenues to resolve have been exhausted. A record of the correspondence must be maintained within the Customer Feedback Management System and included as part of regular internal feedback reporting for the QBCC Conflict of Interest Wherever a staff member receiving a complaint believes there to be an actual, perceived or potential conflict of interest in dealing with the matter, or referring the matter to the next escalation point, they should refer to the QBCC s Conflict of Interest Policy and associated policies and procedures for direction on how to deal with the conflict. 7 Giving feedback 7.1 Lodging feedback Customer feedback may be provided by letter, , delivered face to face or by telephone. Customers may also choose to lodge their feedback by means of the online form on the Contact Us page of the QBCC website. Where possible, supporting information should be included with the feedback, to assist QBCC in understanding, recording and, where needed, investigating the feedback provided. Customers can contact the QBCC via any of the Commissions service channels for further information about how to lodge feedback with QBCC. Effective Date: 1 July 2015 Customer Feedback Management Policy Page 8 of 17

9 7.2 Assistance in lodging feedback The QBCC will offer reasonable assistance to customers to provide feedback including access to an interpreter. Assistance is available if the customer has difficulty speaking or writing English, or if the customer would feel more comfortable speaking or writing in their own language. The Queensland Government has information on translating services available or customers may access the Translating and Interpreting Service (TIS) National by phoning Hearing impaired customers may utilise the TTY service, available by calling Alternatively, a relative, friend or someone at work may be requested to provide assistance. 7.3 Anonymous feedback Anonymous feedback is feedback from an individual who does not provide their name or any contact information. The QBCC will deal with anonymous feedback on its merits and treat anonymous feedback in the same way as other feedback, wherever possible. Anonymity will be respected. However, clear and concise information is required in order for a proper investigation to take place. The Commission will also respect the wishes of customers who wish to have their identity withheld. 8 Reporting and analysis The Customer Feedback Management System will be used to capture all compliments, suggestions and complaints received, and provide a level of reporting and analysis to assist in identifying any trends, hot spots or specific types of activity that can be considered for replication or improvement opportunities in other parts of the QBCC and its processes. The Executive Leadership Team will monitor trends and ensure that areas receiving suggestions and complaints in particular are converting them into improvement opportunities in line with this policy. Implementation of such improvements will also be monitored. The Executive Leadership Team will also monitor the performance of the Customer Feedback Management Framework to ensure that it is operating effectively and efficiently in correcting issues and preventing the same issues arising the in the future, wherever possible. This analysis will also identify improvements to the framework when required. The QBCC will, by 30 September each financial year, publish information on the QBCC website about the number of customer complaints received, the number resulting in action and the number of those complaints not resulting in action. 9 Accountability All QBCC staff are responsible for: Treating customers in a courteous manner. Dealing with feedback in accordance with the policy and associated procedures. Complete regular policy and process awareness training. Effective Date: 1 July 2015 Customer Feedback Management Policy Page 9 of 17

10 The Customer Relations Officer is responsible for: Acknowledging feedback, assigning it to the appropriate area, monitoring and tracking progress on the Customer Feedback Management System. Providing status update to customers upon request and at regular intervals. Assisting with a coordinated response where more than one operational area or person is involved. Supporting staff in responding to customers. Performance monitoring, evaluation and reporting on the Customer Feedback Management Framework. QBCC supervisors are responsible for: Investigating and responding to complaints, where required. Ensuring all staff complete regular policy and process awareness training. All feedback is recorded in the Customer Feedback Management System and all follow up actions are taken. Ensuring all feedback not resolved is escalated, as appropriate. Ensuring that agreed service standards are met wherever possible. The Executive Leadership Team nominee is responsible for: Investigating and responding to complaints, where required. Ensuring all staff complete regular policy and process awareness training. Ensuring all resolutions are recorded in the Customer Feedback Management System and follow up actions are taken. Ensuring all feedback not resolved is escalated, as appropriate. Ensuring agreed service standards are met wherever possible. The Staff Conduct Committee is responsible for: Investigating and responding to complaints, where required, and ensuring all follow up actions are taken. Liaising with the appropriate area or supervisor on the satisfactory resolution of complaints. Reporting to the Executive Leadership Team and the QBC Board about complaints actioned by the Committee and outcomes. Setting and revising agreed service standards from time to time. The Commissioner is responsible for: Reporting, corresponding and briefing the Minister and the QBC Board, and other relevant external agencies, in relation to customer feedback. Ensure public reporting on complaints at the end of every financial year. Ensuring a regular audit and review of the Customer Feedback Management Framework. Approving reviews of this policy. Effective Date: 1 July 2015 Customer Feedback Management Policy Page 10 of 17

11 10 Definitions Administrative decision A decision made under legislation administered by the QBCC which are directed towards a particular person, company or organisation. Appropriate area The QBCC operational area or team to which the feedback directly relates. Conduct See Staff conduct complaint. Commissioner Within the scope of this policy refers to the Commissioner of the Queensland Building and Construction Commission. Compliment An expression of praise or satisfaction, or positive feedback made to the QBCC by a customer, related to QBCC s products, services or the behaviour of QBCC employees, or about the complaints handling process, within the scope of this policy. Complaint An expression of dissatisfaction or negative feedback made to the QBCC by a customer, related to QBCC s products, services or the behaviour of QBCC employees within the scope of this policy. Complainant A person, organisation, or its representative making a complaint. Customer Any member of the community or industry that interacts with the QBCC and who is not employed by the QBCC. Customer Feedback Management Framework Means the combination of QBCC s Customer Feedback Management Policy, Customer Feedback Management Procedures and Customer Feedback Management System as an overarching framework within which QBCC will deal with feedback received from its customers. Customer Feedback Management System The system implemented by the QBCC to manage, track and report on feedback received within the scope of this policy. Customer Relations Officer A staff member with the appropriate skills, who is appointed to monitor adherence with QBCC s Customer Feedback Management Framework. Decision-hybrid Feedback which includes a combination of complaint about an administrative decision and a complaint about service delivery by a staff member and/or a complaint about policy/procedure. Executive Leadership Team A team made up of the Commissioner, Executive Directors, Chief Financial Officer, Chief Information Officer and the Registrar under the Building and Construction Industry Payments Act Executive Leadership Team nominee A member of the Executive Leadership Team either nominated as the next level management in the appropriate area or who s role is specifically to deal with the type of feedback e.g. the Director People and Culture (Human Resources) is the Executive Leadership Team nominee to deal with complaints about staff conduct. Effective Date: 1 July 2015 Customer Feedback Management Policy Page 11 of 17

12 Feedback Complaints, compliments or suggestions provided to the QBCC by a customer. Operational area An area or team in the QBCC that can make administrative decisions. Public Interest Disclosure A disclosure about suspected wrongdoing or danger in the public sector made under the Public Interest Disclosure Act Reviewable decision A decision listed in s.86 of the Queensland Building and Construction Act Service delivery A staff member s ability to undertake actions required as part of the delivery of QBCC functions, to which the customer is impacted. For example, frequency and style of communication with the customer. Staff An employee of the QBCC, including but not limited to employees on a temporary contract. In the context of serious conduct complaints, staff may include a person who is no longer an employee or was not at the time but is now an employee. Staff Conduct Committee A committee made up of the Director People and Culture (Chair), Executive Director Executive Office (Secretary) and the Commissioner, which decides staff conduct complaints including overseeing the disciplinary process in relation to breaches of the QBCC s Code of Conduct. Staff conduct complaint Allegations which relate to a staff member s actions or behaviour which, if proved, could lead to disciplinary action including terminating the services of the person involved in the conduct if that person is a current employee. Staff conduct is governed by the QBCC Code of Conduct and other relevant policies and regulation. Suggestion Information provided to the QBCC by a customer resulting from their reactions to a product, service or the performance of a task by staff or a representative of QBCC which is clearly intended or implied as a basis for improvement. Supervisor A manager or senior staff member who is directly responsible for the person or appropriate area to which the feedback relates. Effective Date: 1 July 2015 Customer Feedback Management Policy Page 12 of 17

13 11 References / Related Documents Legislation Right to Information Act 2009 Information Privacy Act 2009 Crime and Corruption Act 2001 Public Interest Disclosure Act 2010 Public Services Act 2008 QBCC Policies The Code of Conduct The Conflicts of Interest Policy The Management of Corrupt Conduct and Public Interest Disclosure Policy Other Reference Documents Customer Feedback Management Procedure and associated documentation Office of the Public Service Commission Directive 13/06, Effective Complaints Handling Queensland Government Code of Conduct for Queensland Public Service Queensland Ombudsman Office, Effective Complaints Management Fact Sheets 1-16 Queensland Ombudsman Office, Effective Complaints Management Self Audit Checklist Queensland Ombudsman Office, Managing Unreasonable Complainant Conduct Practice Manual International Standard AS/NZS 10002:2014 [E], Quality Management Customer Satisfaction Guidelines for Complaints Handling in Organisations. Effective Date: 1 July 2015 Customer Feedback Management Policy Page 13 of 17

14 Appendix 1 Complaint Escalation Levels Resolution Level Table 1: Service delivery complaint Description and action to be taken Negative feedback may be received by any QBCC staff member. All staff are encouraged to address negative customer feedback at first point of contact. A file note should be created about the feedback received and saved to the appropriate location. Should the staff member be unable to resolve the customer s concerns, the customer should be advised that a formal process exists to manage complaints, and provide information to the customer about how to lodge a complaint. The staff member may also offer to lodge a complaint on the customer s behalf. Primary Responsibility First level resolution Depending on how received, the Customer Relations Officer or QBCC staff member receiving the compliant, registers the complaint on the Customer Feedback Management System. Unless the complaint is made anonymously, the Customer Relations Officer sends an acknowledgement to the complainant, and the complaint is referred to the direct supervisor of the relevant business area. If the complaint is only about service delivery and does not directly relate to an administrative decision that has or is in the process of being made, the supervisor is to consider the issues raised by the complainant, investigates the matter and directly responds to the complainant verbally and/or in writing, if possible. If the matter is resolved to the complainant s satisfaction, the Customer Relations Officer records the outcome on the Customer Feedback Management System and closes the complaint. If the matter is not resolved to the complainant s satisfaction, the complaint remains open and is escalated to the second level resolution. The escalation is recorded on the Customer Feedback Management System. Supervisor of appropriate area Second level resolution The Executive Leadership Team nominee considers the issues raised by the complainant, investigates the matter and directly responds to the complainant verbally and/or in writing, if possible. If the matter is resolved to the complainant s satisfaction, the Customer Relations Officer records the outcome on the Customer Feedback Management System and closes the complaint. If the matter is not resolved to the complainant s satisfaction, the complaint remains open and the complainant is advised of relevant external review options. The advice is recorded on the Customer Feedback Management System. Executive Leadership Team nominee Effective Date: 1 July 2015 Customer Feedback Management Policy Page 14 of 17

15 Resolution Level Table 2: Staff conduct complaints Description and action to be taken Depending on how received, the Customer Relations Officer or QBCC staff member receiving the compliant registers the complaint on the Customer Feedback Management System. Unless the complaint is made anonymously, the Customer Relations Officer sends an acknowledgement to the complainant, and the complaint is referred to the Executive Leadership Team nominee responsible to deal with the complaint. Primary Responsibility First level resolution The Executive Leadership Team nominee considers the issues raised by the complainant, investigates the matter and directly responds to the complainant verbally and/or in writing, if possible. For certain alleged breaches of the QBCC s Code of Conduct, the Executive Leadership Team nominee may appoint independent internal or external investigators to conduct an investigation and to report to the Executive Leadership Team nominee. If the matter is resolved to the complainant s satisfaction, the Customer Relations Officer records the outcome on the Customer Feedback Management System (as far as is appropriate) and closes the complaint. If the matter is not resolved to the complainant s satisfaction, the complaint remains open and is escalated to the second level resolution. The escalation is recorded on the Customer Feedback Management System. Executive Leadership Team nominee Second level resolution The Staff Conduct Committee considers the issues raised by the complainant, investigates the matter and directly responds to the complainant verbally and/or in writing, if possible. For certain alleged breaches of the QBCC s Code of Conduct, the Staff Conduct Committee may appoint independent investigators to conduct an investigation and to report to the Committee. The progress of any investigations will be monitored by the Committee to ensure appropriate processes are followed. The Staff Conduct Committee will decide what action, if any, will be taken in respect of a complaint. The Committee may also make recommendations to improve the service delivery, decision-making and administrative practice. If the matter is resolved to the complainant s satisfaction, the Customer Relations Officer records the outcome on the Customer Feedback Management System (as far as is appropriate) and closes the complaint. If the matter is not resolved to the complainant s satisfaction, the complaint remains open and the complainant is advised of relevant external review options. The advice is recorded on the Customer Feedback Management System. Staff Conduct Committee Effective Date: 1 July 2015 Customer Feedback Management Policy Page 15 of 17

16 Resolution Level Table 3: Complaints about policy/procedures Description and action to be taken Depending on how received, the Customer Relations Officer or QBCC staff member receiving the compliant, registers the complaint on the Customer Feedback Management System. Unless the complaint is made anonymously, the Customer Relations Officer sends an acknowledgement to the complainant, and the complaint is referred to the supervisor of the area to which the process, policy and/or procedure relates (the appropriate area) (if not already brought to their attention). Primary Responsibility First level resolution If the complaint is only about a process, policy and/or procedure and does not directly relate to an administrative decision that has or is in the process of being made, the supervisor is to consider the issues raised by the complainant, investigates the matter and directly responds to the complainant verbally and/or in writing, if possible. If the matter is resolved to the complainant s satisfaction, the Customer Relations Officer records the outcome on the Customer Feedback Management System and closes the complaint. If the matter is not resolved to the complainant s satisfaction, the complaint remains open and is escalated to second level resolution. The escalation is recorded on the Customer Feedback Management System. Supervisor of appropriate area Second level resolution The Executive Leadership Team nominee considers the issues raised by the complainant, investigates the matter and directly responds to the complainant verbally and/or in writing, if possible. If the matter is resolved to the complainant s satisfaction, the Customer Relations Officer records the outcome on the Customer Feedback Management System and closes the complaint. If the matter is not resolved to the complainant s satisfaction, the complaint remains open and the complainant is advised of relevant external review options. The advice is recorded on the Customer Feedback Management System. Executive Leadership Team nominee Effective Date: 1 July 2015 Customer Feedback Management Policy Page 16 of 17

17 Appendix 2 Feedback Not Covered by this Policy Feedback about: Step 1: QBCC decision Step 2: Internal review option Step 3: External review option Being given information held by or created by QBCC Contact the QBCC or make an application under the Information Privacy Act 2009 or Right to Information Act 2009 by filling out a form available on our website at Contact QBCC or fill in an application form online at: InternalReviewApplicationForm.pdf Office of the Information Commissioner Complaints against a licensee s works or about an insurance claim under the Home Warranty Insurance Scheme (administrative decision). The relevant operational area will assess your complaint. Contact QBCC or fill in a complaint form online at: Contact QBCC or fill in a an internal review application form online at: The Queensland Civil and Administrative Tribunal or the Queensland Ombudsman s Office. Complaints about licensee behaviour, nonpayment, unlicensed contracting and breaches of legislation (administrative decision). The relevant operational area will assess your complaint. You will need to complete a Notification of Offence form or a Monies Owed Form. Contact QBCC or fill in a complaint form online at: N/A Courts or the Queensland Ombudsman s Office. Complaints against a certifier (administrative decision). Licensee complaints licensing decisions and exclusions (administrative decision). The relevant operational area will assess your complaint. You will need to complete the relevant form. Contact QBCC or fill in a form online at: The relevant operational area will assess your complaint. Contact QBCC or fill in a complaint form online at: Contact QBCC or fill in a an internal review application form online at: Contact QBCC or fill in a an internal review application form online at: The Queensland Civil and Administrative Tribunal or the Queensland Ombudsman s Office. The Queensland Civil and Administrative Tribunal or the Queensland Ombudsman s Office. An Early Dispute Resolution (EDR) process for disputes over building contracts over $3,300 where the contract has not been terminated. The EDR process can be initiated by either the homeowner or the principal contractor by contacting the QBCC at: Contact QBCC for review options at: https://www.qbcc.qld.gov.au/contact-us The Queensland Civil and Administrative Tribunal or the Queensland Ombudsman https://www.qbcc.qld.gov.au/contact-us Public Interest Disclosures (PIDs) under the Public Interest Disclosure Act 2010.* Contact the QBCC to request information on how to make a PID or send an enquiry through https://www.qbcc.qld.gov.au/contact-us N/A A PID can be dealt with externally through proper authorities depending on the allegation - such as, Crime and Corruption Commission, Queensland Ombudsman s Office, etc. *Information about PIDs can be found on the Queensland Ombudsman s Office website at or by calling Effective Date: July 2015 Customer Feedback Management Policy Page 17 of 17

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