Mechanisms for Complaint Resolution

1. Mechanisms for Complaint Resolution

2. Objectives Recognize the importance of resolution of client complaints Understand different types of complaints mechanisms and how they can be used effectively.

3. No Complaints ≠ Completely Satisfied Customers • If your institution does not receive concerns or complaints, be careful:

4. Philosophy to consider Complaints and suggestions are GIFTs to the institution. They help an institution understand client needs and innovate for improvement.

5. Examples • Email the Macro Dreams Customer Response Department: customers@md.info • Call the 3rd party/Agent Customer Response Line: 555-555-555 • Call the Macro Dreams Customer Response Line: 555-555-555 • Send an SMS to the Macro Dreams Customer Response Line: 555-555-555 • Leave a comment card in the Suggestion Box at your branch • Visit a Customer Service Desk. Call for locations: 555-555-555

6. Surveys indicate clients don’t know how to complain Campaign research indicates that clients are not aware of communications channels for complaints, grievances, and queries, or lack such options all together

7. It’s not that clients don’t have complaints Of clients who have had reason to complain, many do not do so “It is so expensive to complain, then sometimes it has no use.” – Woman, Telavi, Georgia “If you go to complain to [the MFP] office, or elsewhere, you won’t get another loan.” – Man, Parakou, Benin

8. Mechanism for Complaints Resolution The Principle in Practice: Providers have a mechanism for collecting, categorizing, analyzing, and responding to customer complaints in a timely manner. The mechanism is incorporated into staff performance reviews and rewards and it is used to improve product and service quality. Consider this: Suggestions boxes and/or client satisfaction surveys are not substitutes for a complaint mechanism.

9. CPP 7: Standards of care The FI has effective system to receive and resolve complaints. The FI informs clients about their rights to complain and how to submit a complaint. The FI uses information from complaints to manage operations and improve product and service quality.

10. CPP 7: Standards of care • Frontline staff are not only complaint contact • Far branches and 3rd party complaints heard • 2+ channels; reflectneeds & preferences • Resolutionprioritizesseverity System in place to effectively receive and resolve complaints. The FI informs clients about their rights to complain and how to submit a complaint. • Clients informed about channels • Displays at branches, use agents and flyers • Clients notified of progress and status The FI uses information from complaints to manage operations and improve product and service quality. • Regular review of KPIs • Internal Control and samplereviews • In staff appraisals and bonuses • Data analysisused for improvement • Staff and 3rd party training covers

11. Good Practice: Multiple Complaints Channels Good practice: Assess the complexity and urgency of the complaint then use an appropriate mechanism. Source: Adapted from Banco Solidario

12. Tools available from the Smart Campaign

13. Tools available from the Smart Campaign

14. Key Messages At least two channels for complaint resolution Collect, analyze, notify, and respond on time! Management does regular review, incentives, and analysis to improve product/service quality. Internal control - verify policies and procedures for complaints handling. Field checks on sample basis. Staff and third parties are trained and clients are informed