¶¶Òõ¶ÌÊÓƵ

The Customer Complaint Policy serves as a crucial governance document for businesses operating in Qatar, establishing standardized procedures for managing customer grievances effectively while ensuring compliance with local regulations. This document becomes necessary when organizations need to demonstrate their commitment to customer service excellence and regulatory compliance, particularly under Qatar's Consumer Protection Law (Law No. 8 of 2008) and related regulations. The policy includes comprehensive guidelines for complaint handling, from initial receipt to final resolution, incorporating specific timeframes, responsibilities, and escalation procedures. It also addresses the requirements of various regulatory bodies, including the Ministry of Commerce and Industry and, where applicable, the Qatar Central Bank. The document is designed to protect both customer rights and business interests while promoting transparency and fair treatment in complaint resolution.

1. Purpose and Scope: Defines the objective of the policy and its application scope, including which customers, products, and services are covered

2. Definitions: Clear definitions of key terms used throughout the policy, including what constitutes a complaint, levels of complaints, and relevant stakeholders

3. Legal Framework: Reference to relevant Qatar laws and regulations governing consumer protection and complaint handling

4. Customer Rights: Clear statement of customer rights regarding complaints, aligned with Qatar Consumer Protection Law

5. Complaint Channels: Detailed information about available channels for submitting complaints (phone, email, in-person, website, etc.)

6. Complaint Handling Process: Step-by-step procedure for handling complaints, including receipt, acknowledgment, investigation, and resolution

7. Response Timeframes: Specific timeframes for each stage of the complaint handling process, aligned with local regulatory requirements

8. Escalation Procedures: Clear hierarchy and process for complaint escalation, including when and how to escalate

9. Documentation Requirements: Requirements for recording and maintaining complaint records, including necessary documentation

10. Staff Responsibilities: Roles and responsibilities of different staff members in the complaint handling process

11. Quality Assurance: Procedures for monitoring and reviewing the effectiveness of the complaint handling process