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 Post subject: Complaints on forum
Unread postPosted: Tue Oct 16, 2012 10:40 am 
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Senior Virtual Ranger
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Jen, thanks for your reminder, the reason why complaints are posted on the forum is:
1. There is no acknowledgement of receipt of the complaint.
2. There is no feed back to the complainant.
3. No action seems to be taken as the same items are raised time and again.
Maybe it will help if you could mention this to those handling the complaints.

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 Post subject: Re: Compass Group staff on strike.
Unread postPosted: Tue Oct 16, 2012 10:45 am 
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@JenB & @gmlsmit: I have to say that in my experience the above is true although I have had receipt of complaints made. However no further correspondence is ever received. It is very frustrating and I think it is often with the thought that it is a waste of time (as has been my experience) that people post complaints elsewhere. :?
Anyhow, now I am also off topic. :tongue:

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 Post subject: Re: Complaints on forum
Unread postPosted: Tue Oct 16, 2012 11:14 am 
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Distinguished Virtual Ranger
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'K, here we are... :)
Posts split from here..

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 Post subject: Re: Complaints on forum
Unread postPosted: Tue Oct 16, 2012 11:28 am 
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Distinguished Virtual Ranger
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Location: Johannesburg - where they cut down trees and name streets after them.
Service Related Feedback
JenB wrote:
Rules of the Service Related Feedback Forum:

1. All complaints posted have to be forwarded to customercare@sanparks.org within 2 days after posting on forum.
See here: Compliments and Complaints - what to do
2. The member is required to update the topic with any feedback from Customer Care within a period of 3 weeks after posting. Even in a case of no reply, that should be posted.
3. The member needs to post an update of all emails and submitted dates for the record.
4. All topics will remain locked and no discussion will be allowed. Should the member wish to post in his/her topic, please PM a moderator for the topic to be unlocked.
5. Should a member not adhere to the above, the post will be removed by the moderators.

Thank you in advance,
The Moderators


gmlsmit wrote:
Jen, thanks for your reminder, the reason why complaints are posted on the forum is:
1. There is no acknowledgement of receipt of the complaint.

Gmlsmit, why is this not posted in the SRF forum which was particularly started to monitor feedback from Customer Care then? The wording in the rules made special provision for these sort of problems and I quote: "Even in a case of no reply, that should be posted."
gmlsmit wrote:
2. There is no feed back to the complainant.

Ditto
gmlsmit wrote:
3. No action seems to be taken as the same items are raised time and again.

I'm guilty of speculation here but if I add up what I see by looking at the topics in the SRF forum, I'm not sure that even half of the complaints have been forwarded? As I personally have asked so many times before, let's be part of the solution and make people accountable.

We've created a special avenue for complaints and feedback to be monitored, it's not constructive making these sort of accusations (which might or might not be true) if the system is not used to it's full advantage, is it?

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"Until one has loved an animal, a part of one's soul remains unawakened." ~ Anatole France


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 Post subject: Re: Complaints on forum
Unread postPosted: Tue Oct 16, 2012 3:06 pm 
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I think the mechanism to share that no response was received is a good one. It keeps accountability where it belongs and I see many complaints documented and sorted out. More than I thought I would, frankly. :)

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