How To Pay hereinafter (HTP) operates an email based HelpDesk for all complaints and disputes.
To make a complaint you should email [email protected] with your full name, email address and mobile phone number together with the country code. You must provide full information relating to the complaint and attach any evidence if available, so that the first staff member that accepts your email is able to quickly investigate and respond to you in writing.
When sending an email to [email protected] you will be issued a Ticket Number in order to track the progress.
1. Introduction on How we Deal with Complaints.
This policy is intended to ensure that HTP can handle customer complaints fairly, efficiently and effectively. The complaint management system is intended to:
- Enable HTP to respond to issues raised by customers making complaints in a timely and cost-effective way
- Boost public confidence in HTP administrative process, and
- Provide information that can be used by HTP to deliver quality improvements in its services, staff and complaint handling.
This policy applies to all complaints from the public made to or about HTP, regarding its services, staff and complaint handling.
2. Terms and Definitions
Expression of dissatisfaction made to or about HTP, its products, services and staff or the handling of a complaint where a response or resolution is explicitly or implicitly expected or legally required.
A complaint covered by this Policy can be distinguished from:
- Staff grievances
- Public interest disclosures made by our staff
- Code of conduct complaints
- Responses to requests for feedback about the standard of HTP service provision
- Reports of problems or wrongdoing merely intended to bring a problem to HTPr notice with no expectation of a response
- Service requests, and
- Requests for information.
Complaint Management System
All policies, procedures, practices, staff, hardware and software used by HTP in the management of complaints.
An unresolved complaint escalated either within or outside of HTP organisation.
Opinions, comments and expressions of interest or concern, made directly or indirectly, explicitly or implicitly, to or about HTP, its products, services or complaint handling where a response is not explicitly or implicitly expected or legally required.
Public interest disclosure
A report about wrong doing made by a public official that meets the requirements..
3. Guiding Principles
3.1 Facilitate Complaints
committed to seeking and receiving feedback and complaints about its services, systems, practices, procedures, products and complaint handling.Any concerns raised in feedback or complaints will be dealt with within a reasonable time frame. Customers making complaints will be:
- Provided with information about the complaint handling process
- Listened to, treated with respect by staff and actively involved in the complaint resolution process where possible and appropriate, and
- Provided with reasons for HTP decision/s and any options for redress or review.
No Detriment to Customers Making Complaints
Will take all reasonable steps to ensure that customers making complaints are not adversely affected because a complaint has been made by them or on their behalf.
Accepts anonymous complaints and will carry out an investigation of the issues raised where there is enough information provided.
We will ensure that information about how and where complaints may be made to or about us is well publicised. We will ensure that our systems to manage complaints are easily understood and accessible to everyone, particularly customers who may require assistance.
If a person prefers or needs another person or organisation to assist or represent them in the making and/ or resolution of their complaint, we will communicate with them through their representative if this is their wish. Anyone may represent a person wishing to make a complaint with their consent (e.g. advocate, family member, legal or community representative, member of Parliament, another organisation).
Complaints made to HTP are free.
3.2 Respond to Complaints
Where possible, complaints will be resolved at first contact with HTP.
HTP will promptly acknowledge receipt of complaints. HTP will assess and prioritise complaints in accordance with the urgency and/or seriousness of the issues raised. If a matter concerns an immediate risk to safety or security the response will be immediate and will be escalated appropriately.HTP is committed to managing customers’ expectations, and will inform them as soon as possible, of the following:
- The complaints process
- The expected time frames for HTP actions
- The progress of the complaint and reasons for any delay
- Their likely involvement in the process, and
- The possible or likely outcome of their complaint.
HTP will advise customers as soon as possible when they are unable to deal with any part of a complaint and provide advice about where such issues and/or complaints may be directed (if known and appropriate).
HTP will also advise customers’ as soon as possible when they are unable to meet the timeframes for responding to their complaints and the reason for the delay.
Objectivity and Fairness
HTP will address each complaint with integrity and in an equitable, objective and unbiased manner.
HTP will ensure that the person handling a complaint is different from any staff member whose conduct or service is being complained about.
Conflicts of interests, whether actual or perceived, will be managed responsibly. In particular, internal reviews of how a complaint was managed will be conducted by a person other than the original decision maker.
HTP staff are empowered to resolve complaints promptly and with as little formality as possible. HTP will adopt flexible approaches to service delivery and problem solving to enhance accessibility for customers’ making complaints and/or their representatives.
HTP will assess each complaint on its merits and involve customers making complaints and/or their representative in the process as far as possible.
HTP will protect the identity of customers making complaints where this is practical and appropriate.Personal information that identifies individuals will only be disclosed or used by HTP as permitted under the relevant privacy laws, secrecy provisions and any relevant confidentiality obligations.
3.3 Manage the Parties to a Complaint
Complaints Involving Multiple Agencies
Where a complaint involves multiple organisations, HTP will work with the other organisation/s where possible, to ensure that communication with the customer making a complaint and/or their representative is clear and coordinated.
Subject to privacy and confidentiality considerations, communication and information sharing between the parties will also be organised to facilitate a timely response to the complaint.
Where a complaint involves multiple areas within the HTP organisation, responsibility for communicating with the customer making the complaint and/or their representative will also be coordinated.
Where HTP services are contracted out, HTP expect contracted service providers to have an accessible and comprehensive complaint management system. HTP take complaints not only about the actions of its staff but also the actions of service providers.
Complaints Involving Multiple Parties
When similar complaints are made by related parties HTP will try to arrange to communicate with a single representative of the group.
Empowerment of Staff
All staff managing complaints are empowered to implement HTP complaint management system as relevant to their role and responsibilities
Staff are encouraged to provide feedback on the effectiveness and efficiency of all aspects of the complaint management system.
Managing Unreasonable Conduct by Customers Making Complaints
HTP is committed to being accessible and responsive to all customers who approach them with feedback or complaints. At the same time the success of HTP depends on:
- Ability to do its work and perform its functions in the most effective and efficient way possible
- The health, safety and security of its staff, and
- Ability to allocate its resources fairly across all the complaints it receives.
When customers behave unreasonably in their dealings with HTP, their conduct can significantly affect the progress and efficiency of HTP complaint handling process. As a result, HTP will take proactive and decisive action to manage any conduct that negatively and unreasonably affects it and will support its staff to do the same in accordance with this policy.
When responding to complaints, HTP staff will act in accordance with its complaint handling procedures as well as any other internal documents providing guidance on the management of complaints.
HTP staff will also consider any relevant legislation and/or regulations when responding to complaints and feedback.
The five key stages in our complaint management system are set out below.
4.2 Receipt of complaints
Unless the complaint has been resolved at the outset, HTP will record the complaint and its supporting information. HTP will also assign a unique identifier to the complaint file.The record of the complaint will document:
- The contact information of the person making a complaint
- Issues raised by the person making a complaint and the outcome/s they want
- Any other relevant and
- Any additional support the person making a complaint requires.
4.3 Acknowledgement of Complaints
HTP will acknowledge receipt of each complaint promptly, and preferably within one working day.
Consideration will be given to the most appropriate medium (e.g. email, letter, telephone) for communicating with the person making a complaint.
4.4 Initial Assessment and Addressing of Complaints
After acknowledging receipt of the complaint, HTP will confirm whether the issue/s raised in the complaint is/are within its control. HTP will also consider the outcome/s sought by the person making a complaint and, where there is more than one issue raised, determine whether each issue needs to be separately addressed.
When determining how a complaint will be managed, HTP will consider:
- How serious, complicated or urgent the complaint is
- Whether the complaint raises concerns about customers health and safety
- How the person making the complaint is being affected
- The risks involved if resolution of the complaint is delayed, and,
- Whether a resolution requires the involvement of other organisations.
After assessing the complaint, HTP will consider how to manage it. To manage a complaint HTP may:
- Give the person making a complaint information or an explanation
- Gather information from the product, person or area that the complaint is about, or
- Investigate the claims made in the complaint.
HTP will keep the person making the complaint up to date on its progress, particularly if there are any delays and will also communicate the outcome of the complaint using the most appropriate medium. Which actions HTP decide to take will be tailored to each case and take into account any statutory requirements.
4.5 Providing Reasons for Decisions
Following consideration of the complaint and any investigation into the issues raised, HTP will contact the person making the complaint and advise them:
- The outcome of the complaint and any action taken
- The reason/s for the decision (If legally possible)
- The remedy or resolution/s that has been proposed or put in place, and
- Any options for review that may be available to the complainant, such as an internal review, external review or appeal.
4.6 Closing the Complaint, Record Keeping, Redress and Review
HTP will keep comprehensive records about:
- How it managed the complaint
- The outcome/s of the complaint (including whether it or any aspect of it was substantiated, any recommendations made to address problems identified and any decisions made on those recommendations, and
- Any outstanding actions that need to be followed up.
HTP will ensure that outcomes are properly implemented, monitored and reported to the complaint handling manager and/or senior management.
4.7 Alternative Avenues for Dealing with Complaints
HTP will inform customers who make complaints to or about them or about any internal or external review options available to them.
4.8 The Three Levels of Complaint Handling
HTP aim to resolve complaints at the first level, the frontline. Wherever possible staff will be adequately equipped to respond to complaints, including being given appropriate authority, training and supervision.
Where this is not possible, HTP may decide to escalate the complaint to a more senior officer within HTP. This second level of complaint handling will provide for the following internal mechanisms:
- Assessment and possible investigation of the complaint and decision/s already made, and/or
- Facilitated resolution (where a person not connected with the complaint reviews the matter and attempts to find an outcome acceptable to the relevant parties).
Where a person making a complaint is dissatisfied with the outcome of HTP’s review of their complaint, they may seek an external review of our decision. The costs of any such arbitration will be on the person making the complaint.
5. Accountability and Learning
5.1 Analysis and Evaluation of Complaints
HTP will ensure that complaints are recorded in a systematic way so that information can be easily retrieved for reporting and analysis.Regular reports will be run on:
- The number of complaints received
- The outcome of complaints, including matters resolved at the frontline
- Issues arising from complaints
- Systemic issues identified, and
- The number of requests it receives for internal and/or external review of its complaint handling.
Regular analysis of these reports will be undertaken to monitor trends, measure the quality of HTP customer service and make improvements.
Both reports and their analysis will be provided to HTP’’s CEO and senior management for review.
5.2 Monitoring of The Complaint Management System
HTP will continually monitor its complaint management system to
- Ensure its effectiveness in responding to and resolving complaints, and
- Identify and correct deficiencies in the operation of the system.
- Monitoring may include the use of audits, complaint satisfaction surveys and online listening tools and alerts.
5.3 Continuous Improvement
HTP is committed to improving the effectiveness and efficiency of its complaint management system. To this end, HTP will:
- Support the making and appropriate resolution of complaints
- Implement best practices in complaint handling
- Recognise and reward exemplary complaint handling by staff
- Regularly review the complaints management system and complaint data, and
- Implement appropriate system changes arising out of its analysis of complaints data and continual monitoring of the system.