At Hapi, we understand that despite our best efforts, there may be occasions when our services do not meet your expectations, leading to complaints. We have a structured resolution process to address such instances, ensuring that every complaint is resolved efficiently and fairly. This process is designed to maintain trust and ensure the satisfaction of our customers. Here's how we handle and resolve complaints at Hapi.
Hapi's Complaint Resolution Process:
1. Acknowledgment of Complaint:
Once your complaint is received, we will acknowledge it promptly, confirming that we are looking into the matter.
2. Assessment and Investigation:
Our customer support team will assess your complaint and may conduct an investigation. This might involve reviewing service records, speaking with the service provider, and examining any evidence provided.
3. Communication During Resolution:
We believe in keeping you informed throughout the resolution process. Our team may reach out to you within 48 hours of you filing the complaint to request further information or to seek clarification on the details.
4. Resolution Proposal:
After a thorough investigation, we will propose a resolution within less than 1 week. This could involve compensation for the service, corrective actions, or other appropriate measures to address your concern.
5. Implementation of the Resolution:
Once the resolution is agreed upon, we will implement it promptly. This may include scheduling a re-service, issuing a refund or credit, or taking action to prevent future occurrences.
6. Follow-Up:
After the resolution has been implemented, we may follow up with you to ensure that you are satisfied with the outcome and to gather feedback on the resolution process.
At Hapi, we are committed to resolving any service-related complaints to your satisfaction. Our structured resolution process is an integral part of our commitment to maintaining high standards of service and customer satisfaction. Rest assured, we are here to listen and respond to your concerns effectively.