The Complaint Letter Follow Up is a crucial document in Indonesian business operations, required when responding to formal customer complaints as part of consumer protection compliance. It serves as an official record of the company's response to and handling of customer grievances, as mandated by Law No. 8 of 1999 on Consumer Protection and related regulations. This document should be used when a formal complaint has been received and investigated, typically within the timeframe specified by Indonesian consumer protection guidelines. It includes essential elements such as reference to the original complaint, investigation findings, actions taken, and proposed resolution. The document demonstrates the company's commitment to customer service while ensuring legal compliance in complaint handling procedures.
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1. Letter Header: Official letterhead including company details, date, reference number, and recipient's complete address
2. Subject Line: Clear reference to the original complaint with complaint reference number and date
3. Reference to Original Complaint: Brief summary of the initial complaint received, including date and method of submission
4. Investigation Findings: Detailed explanation of the investigation conducted and findings
5. Actions Taken: Specific measures implemented to address the complaint
6. Resolution or Current Status: Clear statement of how the issue has been resolved or current status of ongoing resolution
7. Closing Statement: Professional closing with commitment to customer service and future assistance
8. Signature Block: Official signature, name, title of authorized representative
1. Compensation Details: Include when offering compensation or refund as part of the resolution
2. Timeline of Events: Include when the case is complex and requires detailed chronological explanation
3. Legal References: Include when the resolution involves specific legal requirements or regulations
4. Future Prevention Measures: Include when implementing system changes to prevent similar issues
5. Escalation Options: Include when resolution may not fully satisfy the complainant and additional recourse is available
1. Copy of Original Complaint: Attached copy of the initial complaint for reference
2. Investigation Report: Detailed report of investigation findings if applicable
3. Supporting Documentation: Relevant evidence, photographs, or documentation supporting the resolution
4. Compensation Forms: If applicable, forms or documents related to compensation or refund
5. Previous Correspondence: Copies of any interim correspondence between initial complaint and this follow-up
Relevant legal definitions
Clauses
Relevant Industries
Retail
E-commerce
Banking and Financial Services
Telecommunications
Healthcare
Manufacturing
Hospitality
Transportation
Insurance
Real Estate
Education
Utilities
Professional Services
Consumer Goods
Relevant Teams
Customer Service
Legal
Quality Assurance
Operations
Corporate Communications
Risk Management
Consumer Affairs
Compliance
Customer Experience
Customer Relations
Branch Operations
Dispute Resolution
Relevant Roles
Customer Service Manager
Customer Experience Director
Legal Compliance Officer
Quality Assurance Manager
Operations Manager
Customer Relations Executive
Corporate Communications Manager
Branch Manager
Customer Support Supervisor
Risk Management Officer
Consumer Affairs Specialist
Complaints Handling Officer
Customer Advocacy Manager
Service Quality Director
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