Document background
The Client Complaint Policy serves as a fundamental document for businesses operating in Pakistan, ensuring compliance with federal and provincial consumer protection laws while maintaining effective customer service standards. This document becomes essential when organizations need to establish or update their complaint handling procedures to align with legal requirements and best practices. The policy typically includes detailed procedures for complaint intake, processing, resolution, and escalation, while incorporating specific requirements from Pakistani consumer protection legislation. It also addresses the roles and responsibilities of different organizational stakeholders, timeframes for complaint resolution, and reporting requirements to relevant authorities. The document is particularly important given Pakistan's multi-tiered consumer protection framework, which includes both federal and provincial jurisdictions, each with its own specific requirements and enforcement mechanisms.
