SYSTEM FOR HANDLING COMPLAINTS SENT TO GRTgaz
The Customer Relations Manager or Key Account Manager is the customer's primary point of contact and responds to any complaint by a customer.
There are 3 steps in the response process:
1. Within 10 days*, confirmation to the customer that the complaint has been received
2. Analysis of the reasons leading to the complaint
3. A response to the customer within 30 days*
If the complaint is complex and requires more time to process, the customer should be notified of the approximate length of time in which the complaint will be handled.
These complaints should be analysed, especially in the case of frequent complaints from a single customer or a complaint from a new customer, in order to prevent any risk of discrimination.
As part of its management system, GRTgaz produces a regular summary of customer complaints and the measures taken.
* calendar
