• It is central to the effective and professional running of Document Express Ltd, that the following procedure is laid out clearly so that;
• We are in full compliance.
• We handle complaints and commendations in a consistent manner.
• We guarantee a time limited, effective and fair resolution to any formal complaint received.
• We demonstrate that Document Express Ltd is committed to working in an open and accountable way in order to build and confirm the trust of our customers.
• We record and analyse trends in complaints and commendations in a manner consistent with our solution-focused ethos within the company.
• We monitor commendations so that good practice can be identified and disseminated throughout the company.

2. Criteria.
The following criteria are considered appropriate to the handling of customer complaints within the market space occupied by Document Express Ltd.

1. There is a designated complaints manager available to respond to complaints.
2. The procedure, by which a complaint can be made is publicised.
3. All complaints are recorded and managed in accordance with statutory instrument and in house procedures.
4. All members are trained and fully aware of the procedure to be adhered to in the event of a complaint arising

3. Principles.
The following principles shall apply;
1. Visibility. The procedure should be easy to understand and use.
2. Accessibility. The procedure should be accessible and publicised.
3. Responsiveness. Complaints should be resolved within stated time limits and at the
earliest opportunity.
4. Objectivity. Complainants should be satisfied that complaints will be investigated
impartially
5. Accountability. Staff members of Document Express Ltd, will be held accountable as necessary, for errors in process or omissions in delivery or collection.
6. Continual Improvement / The Learning Organisation. Review and analysis of complaints will form the basis for training review and continual learning and improvement.
7. Customer / Solution Focused approach.

4. Commendations Definition.
Commendations or expressions of appreciation are defined as any unsolicited written or verbal comments to any member of DEPS which highlights satisfaction with service provision or policy. Comment sought through, for example a customer survey is not considered a commendation.

5. Commendation Procedure.
As with complaints it is important that the correct procedure is followed, so that the company can track letters of appreciation and ensure that the customers appreciation is passed on to those who have earned it.

On receipt of a favourable written or verbal comment the information should be directed to the complaints / commendation manager.

6. Complaints Definition.
Complaints falling within the scope of this document can be defined as follows;

• Any informal expression of dissatisfaction with any aspect of service that requires a response. This may present in the form of a phone call, email or text and may arise in response to the normal demands of coordinating a complex logistical operation. E.g. delayed delivery etc. Such informal expressions of dissatisfaction may be dealt with outside the terms of this document but must be logged in the complaints book
  
  
• Any formal expression of dissatisfaction that requires investigation and a response. Formal complaints may come from any source in response to aspects of service. They must be made in writing, (including fax and email) consistent with company terms and conditions.
• Any verbal expression of dissatisfaction that requires investigation and a response.
• Complaints falling outside the scope of this document are as follows;
• Any staff grievance covered by a separate procedure.
• Any query received verbally, regarding “normal business” such as invoice payments and customer service queries that can be resolved informally. However, such complaints may escalate to formal status should the matter remain unresolved.
• Written or verbal complaints which the complainant does not wish to be treated as a formal complaint.
• Vexatious or repetitive or unfounded complaints or those which have already been dealt with or processed.

7. Complaints Procedure.
1. Stage 1. Data Collection / Initial Investigation
Details of formal complaint recorded by customer complaints section as per Serious
Complaints Procedure Form. (Attached). Such complaints will be resolved if
Possible by the staff member at this point or failing this forwarded directly (within 1
working day) to the Complaints Manager.
Form 21A Serious Complaints Procedure

2. Stage 2. Acknowledgement, Investigation and Response.
If the formal complaint remains unresolved at Stage 1, it will be acknowledged by
the Complaints Manager within one (1) working day of receipt by the Complaints
Manager. An investigation will be initiated by the Complaints Manager and a
Response forwarded in writing within four (4) working days. If the matter remains
unresolved at this stage, the Complaints manger shall deliver the complaints file to
the Managing Director

3. Stage 3. Continuing Investigation.
On receipt of the file from the Complaints Manager, the Managing Director will
acknowledge and date receipt of same. The complaint will be immediately
investigated by the Managing Director. An acknowledgement will issue to the
complainant within one (1) working day of receipt of the complaint and a written
response not later than four (4) working days thereafter. Failure to resolve the
matter at this stage does not infringe the complainant’s statutory or common law
rights.

Day Description Action By Whom Remarks.
Day1 Complaint Received. Recorded / Resolved. Any Staff Member.
Day 2. Complaint unresolved File to Complaints Manager. Staff Member
Acknowledgement. Complaints Manager
Day 6. Written Response. Complaints Manager Not later than.
Complaint unresolved. File to MD Complaints Manager.
Day 7. Acknowledgement. MD
Day 10 Written Response MD Not later than.

Notwithstanding the foregoing, Document Express Ltd undertakes to accept and handle complaints in respect of domestic mail one month from the date of receipt and three months from the date of posting. For international mail Document Express Ltd will accept and handle complaints up to 6 months and as per the timetable outlined above for non-mail related complaints. All reasonable attempts will be undertaken to resolve a complaint in cases even where the appropriate timescale has elapsed

8. Complaints / Commendation Managers Role.
The complaints / commendation manager will handle all issues arising under the following headings.
A. Complaint.

• Undertake the role of designated Complaints Manager within the company.
• Ensure that complaints are recorded in accordance with the forms provided.
• Undertake regular analysis (Monthly) of complaints.
• Report such Analysis to the Managing Director on a monthly basis.
• Ensure that all complaints are responded to in accordance with the company procedures laid down.
• Resolutions.
• The methods of resolution available to the Complaints / Commendation
  Manager are noted as follows and must be confirmed with the Managing
  Director before final implementation;

a. Redeliver.
b. Refund.
c. Compensate as per terms and conditions. DEPS terms and conditions
d. Replace.
e. Disciplinary Action. (Staff)
f. Sanction (Staff)
g. Change or amend procedure / process.

B. Commendations.
On receipt of a commendation the Complaints / Commendation Manager will;

• Send an acknowledgement which should where considered appropriate seek implicit permission for the comment to be used for marketing / publicity purposes.
• Ensure that commendations are recorded in accordance with the forms provided.
  21B Commendation Procedure
• Undertake regular analysis (Monthly) of commendations.
• Report such Analysis to the Managing Director on a monthly basis.
• Circulate the comments to the relevant departments and personnel mentioned.
• Place such written commendations as are received on company notice boards / file / personal files as necessary.
• Often appreciation is the result of teamwork and every care should be taken to ensure that commendations / expressions of appreciation are circulated to everyone involved.

9.Managing Directors Role.
a. When a complaint is presented to the Managing Director, the background and
context of the complaint should be reviewed. Along with the remedies
available to the Complaints Manager the following may be examined.

1. Negotiation, Conciliation.
2. External Investigation.

b. Where a commendation / expression of appreciation is conveyed to the
Managing Director and consistent with good leadership practice, it is
important that he should fully manage the meaning content of such positive
information for the enhancement of overall company morale.

External appeals mechanism:
For Consumer Queries and Complaints regarding communications service providers, you may contact ComReg's Consumer Care Team through link below

http://www.askcomreg.ie/about_us/contact_us.26.LE.asp E-mail to Consumerline@comreg.ie

Telephone: LoCall 1890 22 9668.
(Please note: this phone line is attended between 9:00 am and 5:30 pm Monday to Friday.)

Fax: + 353 1 804 9671

Post to:
ConsumerLine,
Commission for Communications Regulation,
FREEPOST,
Block DEF, Abbey Court,
Irish Life Centre,
Lower Abbey Street,
Dublin 1.