Clint’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:

Handle complaints from customers who are dissatisfied with the services, decisions, or procedures provided by GOSI.

Handle complaints efficiently, ensuring easy access, transparency, and accountability in the handling process.

Use clients’ feedback to improve performance and services proactively and sustainably.

Transform feedback into knowledge-based insights to enhance services and improve clients’ experience.

Commit to delivering high-quality service in collaboration with relevant departments to meet and exceed clients’ expectations.

Apply several organizational principles based on best practices, including:

6.1 Clarity: Provide all necessary information regarding how and where to submit complaints via Clients’ Care Channels, including expected processing times for each type of request.

6.2 Accessibility: Enable the Clients’ Care Department to reach all clients and receive their complaints. Ensure ease of use and complete comprehension of the complaints management process. Communication channels should be well-known, diverse, and readily available. Complaint mechanisms should be flexible, varied, and tailored to meet the specific needs and circumstances of each client.

6.3 Responsiveness: Handle complaints promptly in accordance with global best practices, keeping clients informed of progress.

6.4 Objectivity: Address all complaints in a professional, fair, and unbiased manner. Staff performance in handling communications should be evaluated impartially using criteria such as communication quality, responsiveness, and adherence to procedures and guidelines.

6.5 Service Excellence: Enhance leadership skills and operational processes to foster a culture of service excellence.

6.6 Continuous Improvement: Leverage complaints resolution outcomes and customer feedback to develop and improve internal system processes.

6.7 Confidentiality: Handle all complaints and client data in accordance with established confidentiality standards, subject to ongoing review and assessment.

6.8 Ensure this policy is communicated and understood by all GOSI employees across all organizational levels.