Complaints handling standard operating procedure (SOP)

 

What is the complaint?

The obstacle in working in any organization or problem which is causing us to fail in our way of working and due to which services should be provided to us. Complaints should be given to the officer in writing. Unusually, if a complainant is unable to do so, the staff or member of the concerned department may obtain details on their behalf. The complaint may be received by an officer or authority. 

Procedure for resolving complaints

Details / Procedure for Receiving Complaints:

Complaints may be received orally or in writing. Receive verbally or in person or by telephone. Complaints in writing can be received in the form of a complaint form. All complaints will be filed in the form file.

How to go for solving the complaints:

1. The Electrical Officer receives complaints in the Electric Office.

2. The officer then contacts the concerned electrician / technician and guides him to appear on the complaint place on priority basis.

3. The Electrical Officer instructs the concerned electrician / technician to take all PPE (personal protective equipment) with him / her before solving a complaint.

4. Upon receipt of the complaint, the relevant electrician / technician will take corrective action and ensure that the problem does not recur.

5. The concerned electrician / technician go to the spot after taking corrective action and fix the faults as required.

6. After diagnosing the defects, the relevant electrician / technician will provide a report or a statement to electrical officer or supervisor explaining the results.

Instructions

1. The concerned electrician / technician should take all PPE (personal protective equipment) with him / her before going to work / complaints and wear it before doing work / complaints.

2. The concerned electrician / technician should have a complete Insulated Tool Kit before going to work / complaints.

3. The concerned electrician / technician should work by turning off the breaker of the relevant circuit before working.

4. The concerned electrician / technician must ensure that the rubber mat is placed in front of the DB is completely insulated.