Most complaints are due to lack of communication, which either cause the complaint or exacerbates any other complaints the customer may have.

Communication with the customer is therefore critical. Recording all elements of customer dissatisfaction will allow root cause analysis and avoid repetition in the future.

Poor processes account for the majority of complaints and rework, and it is up to all individuals to identify and record elements of dissatisfaction so we can learn and eliminate them.

We aim to always have effective and transparent procedures for the reasonable and prompt handling of complaints. Procedures adopted must allow complaints to be made by any reasonable means and recognise complaints requiring resolution.

The Vizion member (Repairer) must have in place appropriate management controls and take reasonable steps to ensure that in handling complaints it identifies and remedies any recurring of systemic problems and common types of complaint. Root causes should be corrected. The Vizion member should use the information it gains from dealing with complaints to monitor the adequacy and effectiveness of its measures and procedures to detect and minimise any risk of future failures within management controls and process.