Consumer Complaints Management

• Service & Complaints Guides
• A Practical Guide to Handling Consumer Complaints
• Best Practices in Handling Customer Complaints
• A Guide for Consumer Complaints Management
• 6 Steps to Achieve Customer Service Excellence

A Guide for Canadian Business

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The objective of the Guide is to assist businesses and industry associations contemplating consumer complaints management initiatives, and those that have initiatives in place but wish to consider ways of improving them.

Table of Contents

• Summary
• Introduction
• Market-based Consumer Complaints Handling Initiatives
• Preventive Consumer Complaint Handling Initiatives
• Internal Complaints Handling Initiatives
• External Private Dispute Resolution Initiatives
• Comprehensive Complaints Handling Systems
• Characteristics of Effective Online Trustmark Programs
• Online Redress
• The Need for Effective Consumer Complaint Handling Initiatives
• Consumer Complaint Handling Initiatives and the Law
• Developing and Implementing Complaint Handling Initiatives
• Elements of Successful Consumer Complaint Handling Initiatives
• Where Can I Get More Help?

Source: Government of Canada

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