The Late Delivery Complaint Response is a critical business document used in the Indonesian market when responding to formal complaints about delayed deliveries of products or services. It is essential for maintaining customer relationships and ensuring compliance with Indonesian consumer protection laws, particularly Law No. 8 of 1999 and related commercial regulations. This document should be used when a customer has formally complained about delivery delays and requires an official response. It typically includes acknowledgment of the complaint, investigation results, explanation of the delay, proposed solutions, and any applicable compensation offers. The document must be crafted carefully to balance customer service requirements with legal compliance, taking into account Indonesian business customs and regulatory requirements. It serves as an official record of the company's response and can be crucial in preventing escalation to consumer protection authorities or legal proceedings.
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1. Reference Information: Letter reference number, date, recipient details, and reference to the original complaint
2. Acknowledgment: Formal acknowledgment of receiving the complaint and expression of regret for the delay
3. Investigation Findings: Details of the investigation into the delay, including timeline and causes
4. Explanation: Clear explanation of what happened and why the delay occurred
5. Corrective Action: Description of steps taken or being taken to resolve the issue and prevent future occurrences
6. Resolution Proposal: Specific proposal to address the customer's concerns, which may include compensation or other remedies
1. Compensation Details: Include when offering specific compensation or refund terms
2. Force Majeure Explanation: Include when the delay was caused by circumstances beyond reasonable control
3. Service Improvement Initiatives: Include when implementing new procedures or systems to prevent future delays
4. Legal References: Include when needing to cite specific regulations or contractual terms relevant to the situation
1. Delivery Timeline Documentation: Detailed timeline of the delivery process and where delays occurred
2. Supporting Evidence: Relevant documentation such as shipping records, weather reports, or other evidence explaining the delay
3. Compensation Calculation: If applicable, detailed breakdown of any compensation being offered
4. Service Level Agreement: Copy of relevant sections of the service agreement relating to delivery times and delay procedures
Relevant legal definitions
Clauses
Relevant Industries
Retail
E-commerce
Manufacturing
Logistics and Transportation
Wholesale Distribution
Food and Beverage
Consumer Goods
Industrial Products
Fashion and Apparel
Electronics and Technology
Pharmaceutical Distribution
Automotive Parts
Relevant Teams
Customer Service
Legal
Operations
Logistics
Supply Chain
Quality Assurance
Distribution
Customer Relations
Compliance
Risk Management
Relevant Roles
Customer Service Manager
Logistics Manager
Operations Director
Legal Compliance Officer
Supply Chain Manager
Customer Relations Executive
Quality Assurance Manager
Distribution Manager
Account Manager
Business Unit Head
Claims Handler
Customer Experience Director
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