Client's Complaints Handling Policy

Social Insurance (GOSI) is committed to addressing all complaints received through its clients’ Care channels. All organizational levels work within an integrated framework to resolve complaints, enhance all operational processes, and support informed decision-making.

In alignment with ISO 10002 standards for complaints handling and client satisfaction, GOSI is seeking to:

1. Handle complaints from customers who are dissatisfied with the services, decisions, or procedures provided by GOSI.
2. Handle complaints efficiently, ensuring easy access, transparency, and accountability in the handling process.
3. Use clients’ feedback to improve performance and services proactively and sustainably.
4. Transform feedback into knowledge-based insights to enhance services and improve clients’ experience.
5. Commit to delivering high-quality service in collaboration with relevant departments to meet and exceed clients’ expectations.
6. Apply several organizational principles based on best practices, including clarity.