YIS內部投訴程序CLIENTS反饋與投訴

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介紹：

反饋是理解客戶的他們的經驗看法的寶貴元素。 YIS授權全體員工來處理我們的服務問題，並以及與客戶的反饋和投訴的責任負擔。無論您是滿意我們的表現還是我們未曾謀面您的期望，我們高度重視您的意見。

全體員工YIS預計禮貌傾聽客戶的關切和問題的服務，做什麼，他們可以糾正缺陷。

YIS的目的是確保：

• 提出投訴盡可能容易
• 我們認真對待客戶的投訴
• 我們處理客戶的投訴迅速和信心
• 我們從投訴學習，並利用它們來檢討及改善我們的服務

什麼是投訴？

投訴是當客戶告知YIS ，他們並不喜歡我們提供的服務。它可以是任何東西，並且可能包括

• 當我們沒有按時交付服務
  
• 當我們給客戶端的錯誤信息
  
• 當客戶端收到一個貧窮的優質服務
  
• 當客戶端有問題與員工中的一員

如何進行投訴？

如果客戶不滿意我們的服務的話，都歡迎來推出他們的抱怨：

• 通過在info@yis.co.nz電子郵件
• In writing to YIS at 19 Sandrine Ave, Clover Park, Manukau City Auckland
• By phone to YIS on +6499401361/+6492102543289
• By fax to YIS on +6492620058
• In person at YIS office.

Response times:

• We will acknowledge the receipt of the complaint within 2 working days.
• We will issue a full response within 10 working days.
• If there is a delay in responding we will keep you informed about the progress.

Service Improvement:

• All of your complain are entered in a complaint logbook for later analysis by the director of YIS
• Complaints data, not identifying complainants or staff member respondents, goes to YIS meetings for consideration for service improvement.
• YIS obtains information about its clients’ satisfaction with the feedback and complaints procedures, and reviews the effectiveness of its procedures annually.

Making a Complaint:

We have a particular process of launching a complaint. To make a complaint, the client must start at Level 1 and stop at Level 3:

Level 1: Attempt a resolution with the person directly concerned

Level 2: Review by the Director of YIS

Level 3: Lodge the complaint to IAA Register.

Level 1: Attempt a resolution with the person directly concerned

In this process we expect a client to try to resolve a complaint directly, informally and quickly with the person concerned. The client is expected to explain clearly what the problem is and what outcome they are seeking, and the member of staff is expected to listen to the complaint and to use their best endeavors to try to resolve it in a straightforward and reasonable manner.

We hope to resolve most problems in this manner.

Level 2: Review by the Director of YIS

In case level 1 does not provide a satisfactory outcome, the client can ask the director of YIS formally with the complaint.

The client should write to the Director of YIS, using YIS Complaint Form to set out what their complaint is, what the supporting evidence is, why informal resolution was unsuccessful, and what outcome they want. We will only deal with complaints presented on YIS Complaint Form and where all of these points are covered. The Director of YIS will acknowledge receipt of Complaint Form and review the complaint. The Director is required to observe the following:

• Ensuring she has read and understood the written complaint (which might include asking the client to clarify matters either in writing or by meeting with them);
• Giving the person complained about, or who is directly responsible for the matter being complained about, an opportunity to read the complaint and to set out their side of the story, verbally and/or in writing (if verbal, a written record must be kept);
• Judging whether she has enough information on which to make a decision, and if not to acquire that additional information before making a decision;
• Meeting with other parties relevant to the complaint, if she feels this may assist her understanding;
• Taking all the evidence into account in the process of making a decision;
• Handling the complaint sensitively, especially where individuals are named.
• Any member of staff named in a written complaint should be made aware of the complaint, and she should expect the complaint to be handled with discretion and confidentiality to be maintained;
• In making the decision, being objective (i.e. not assuming one side or the other is bound to be right);
• Making a reasonable decision;
• Setting it out in writing;

Clarification of Nature of Complaint:

• The director of YIS contacts complainant and makes an appointment for the first interview with the complainant.
• The relevant files and documents, best read before the interview, give the necessary background to understanding the client’s problem.
• At the first interview, the director of YIS asks the complainant to tell the whole story. YIS then asks to hear the story again, asking questions to clarify the exact nature of the complaint.
• The director of YIS restates the issues of the complaint and checks that they are correct. At this stage the complaint issues are written down.
• The director of YIS records the action, which will correct the problem for the complainant.
• For complex complaints, two interviews may be necessary to achieve this goal.
• The director of YIS then explains:
  – How the matter will be investigated,
  – That resolution usually needs negotiation on both sides,
  – Any limitations on YIS’s part to fix the problem,
  – YIS limits to give the sought remedy, and
  – The feedback procedure.

Investigation of Complaint

• The director of YIS interviews the respondent and any staff involved in the situation.
• The director of YIS collates the material for a response, decides on a response, writes a draft response letter and reviews the complaint with YIS’s management.
• At the agreed appointment time, the director of YIS reports YIS’s response to the clients or gives a progress report.
• If the complainant agrees that the proposed resolution will finalize the complaint, the director of YIS reads the draft letter to the complainant. YIS thus ensures that the complainant is satisfied, and avoids internal and external appeals.
• YIS takes remedial action. YIS posts the letter, including the complainant’s right to take the matter to the IAA Registrar under *Section 44, 45 of the Immigration Advisers License Act 2007, to the complainant.
• If the complainant is not satisfied with the resolution offered, the director of YIS makes a telephone appointment for a further progress report.
• The director of YIS reconsiders its position. It considers seeking advice, from an independent impartial person with complaints knowledge, without breaching the client’s confidentiality. YIS either revises the offer or repeats the original solution. If there is no further action, which can be taken to resolve the complaint, YIS expresses regret they cannot reach an acceptable resolution. The letter finalizing the complaint will contain information about accessing
• Section 44, 45 of the Immigration Advisers License Act 2007 and the names skilled advocates.

Level 3: Lodge the complaint to IAA Register.

If not satisfied with any of our resolution then our customers are requested to launch their complains at Immigration Adviser’s Authority (IAA) as the formal complaint.