The Customer Complaint Policy serves as a crucial document for businesses operating in Belgium, establishing standardized procedures for handling customer grievances while ensuring compliance with Belgian federal laws and EU regulations. This document becomes necessary when organizations need to formalize their complaint handling processes, demonstrate regulatory compliance, and provide clear guidance to both staff and customers. The policy incorporates requirements from multiple sources including the Belgian Code of Economic Law, EU Consumer Rights Directive, GDPR, and specific Belgian language requirements. It's particularly important for businesses that interact directly with consumers and need to maintain transparent, fair, and efficient complaint handling procedures.
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1. Purpose and Scope: Defines the objective of the policy and its application scope, including which types of complaints are covered
2. Definitions: Clear definitions of key terms used throughout the policy, including what constitutes a complaint
3. General Principles: Core principles of complaint handling including fairness, objectivity, confidentiality, and accessibility
4. How to Submit a Complaint: Detailed instructions on available channels and methods for submitting complaints
5. Required Information: List of information customers need to provide when submitting a complaint
6. Complaint Handling Process: Step-by-step explanation of how complaints are processed, including timeframes
7. Response Times: Clear commitments on response times for different types of complaints
8. Customer Rights: Overview of customer rights during the complaint process, including right to appeal
9. Data Protection: Information about how personal data is handled during the complaint process, ensuring GDPR compliance
10. Contact Information: Relevant contact details for the complaint handling department
1. Industry-Specific Procedures: Additional procedures specific to regulated industries (e.g., financial services, telecommunications)
2. Cross-Border Complaints: Specific procedures for handling complaints from customers in other EU countries
3. Online Platform Complaints: Special procedures for e-commerce related complaints, including ODR platform information
4. Compensation Policy: Details about when and how compensation may be offered
5. Quality Monitoring: Information about how complaint handling quality is monitored and improved
6. Special Assistance: Procedures for handling complaints from vulnerable customers or those requiring special assistance
1. Complaint Form Template: Standard form for customers to submit complaints
2. Contact Details Matrix: Detailed contact information for different types of complaints and escalation levels
3. Response Time Standards: Detailed breakdown of response times for different complaint types and complexity levels
4. External Resolution Bodies: List of relevant ADR entities and their contact information
5. Privacy Notice: Detailed information about personal data processing in complaint handling
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