Escalation process
Complaint Originators are allowed to perform the escalation about the complaint handling process once the below terms are not met:
- 2 working days from the date of the creating the complaint in the Freshdesk – Initial Response from an Agent to the Originator not provided,
- 30 working days from the date of the creating the complaint in the Freshdesk for complaint resolution,
or if there are some other reasons related to the handling of their complaint.
Before escalating a complaint, there are specific steps that Complaint Originators needs to follow to ensure the effectiveness of the process:
- clearly identify the issue (for example: poor response / delays in response from agents, etc…),
- inform the case handling Agent in a first instance about your concerns to get the answers you need,
- once the reply is not satisfactory or there is no answer provided - perform further steps (contact Complaint Coordinator and/or Product Quality Assurance Supervisor - details provided below).
The Agent will need to be informed as first instance to allow themselves to provide an answers, to avoid misunderstanding and not necessary escalation.
Contact person:
- If you have any question about complaint handling or if you need support contact our
Complaint Coordinator - Marzena Bochenek
- If you want to tell us something else or to report deviations contact
Product Quality Assurance Supervisor - Mirko Radovanovic
Thank you.
Product Quality Assurance team.