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The Complaint Resolution Policy serves as a crucial operational document for organizations operating in the Philippines, establishing standardized procedures for handling customer grievances and disputes. This policy is essential for ensuring compliance with Philippine consumer protection laws, particularly Republic Act No. 7394 (Consumer Act of the Philippines) and Republic Act No. 10173 (Data Privacy Act). The document provides detailed guidelines for complaint intake, processing, investigation, and resolution, incorporating mandatory timeframes and documentation requirements. It is designed to protect both the organization and its customers while promoting fair and efficient dispute resolution. The policy is particularly important in the context of increasing consumer awareness and regulatory oversight in the Philippines, where businesses must demonstrate clear and effective complaint handling procedures.

1. Purpose and Scope: Defines the objective of the policy and its application scope, including types of complaints covered

2. Definitions: Clear definitions of key terms used throughout the policy, including what constitutes a complaint, complainant, resolution, etc.

3. Guiding Principles: Core principles of complaint handling including fairness, objectivity, confidentiality, and accessibility

4. Rights and Responsibilities: Details of rights of complainants and responsibilities of the organization in complaint handling

5. Complaint Lodgment Process: Step-by-step process for how complaints can be submitted, including various channels and required information

6. Assessment and Investigation Procedures: Procedures for evaluating complaints and conducting investigations

7. Resolution Timeframes: Mandatory response times and resolution periods as per Philippine regulations

8. Documentation Requirements: Requirements for recording and maintaining complaint records in compliance with data privacy laws

9. Communication Protocol: Guidelines for maintaining communication with complainants throughout the process

10. Appeals Process: Procedures for handling appeals of complaint resolutions

11. Data Protection and Privacy: Measures for protecting personal information in compliance with the Data Privacy Act

12. Regular Review and Improvement: Process for reviewing and updating the complaint handling system