When a complaint is received by the Manager, he/she is immediately requested to escalate it to the Complaint Committee. Complaint Committee post receiving a complaint should follow the procedure as below:- 

  • Listen to the complaint seriously. Treat the complaint confidentially
  • Allow the complainant to bring another person to the interview
  • If he/she chooses to ask the complainant for the full story, including what happened step by step to take notes
  • Using the complainant's own words ask the complainant to check your notes to ensure your record of the conversation is accurate
  • Explain and agree next action with the complainant. 

Committee shall furnish a report to the management who will review and consider the recommendations and take suitable steps as deem fit.