Complaint Handling

What is Online Complaint Handling?

Complaint handling is the process to reduce the number of grievances and complaints and to deal with them more effectively.

Online complaint handling denotes grievances- and complaint-handling processes through an electronic medium, especially the Internet. When discussing the role of ODR technology in complaint-handling proceedings, a distinction should be made between (1) the handling of customer grievances and complaints (whether legal or not legal) and (2) the handling of disputes, where a grievance or complaint has been rejected in whole or part.

Effective online grievance- and complaint-handling processes, as facilitated by Juripax’s secure web-based E-Complaint Suite, provide an opportunity for organizations and businesses to address grievances and complaints at a stage before professional assistance is sought (which is earlier than is possible through traditional dispute resolution) and to demonstrate an intention to “do right” by customers and partners. This is particularly important in the framework of recent regulatory enactments such as the Sarbanes-Oxley Act, which have altered the corporate-governance landscape. Organizations are held accountable for accuracy, integrity and transparency in their business operations, and they must have effective and reliable complaints and compliance procedures in place.

Juripax’s E-Complaint Suite can assist organizations and businesses in providing claimants with information about their position in the negotiations, to assist them in assessing the legitimacy of the grievance or complaint or to get information about the legal possibilities to claim compensation. Essentially, the input given by the complainant is used to engage in a sort of “decision tree” analysis.

Also, in cases where the complainant decides to proceed with the claim, the system can show claimants more effectively the way to the venue that is most suited to deal with the claim.

Juripax E-Complaint solutions make (existing) complaint-handling processes even more sophisticated as it establishes a consensus-based dialogue (rather than is the case when e.g. parties are solely disputing the rules and policies that are in place), considerably enhancing the claim-resolution process.

Finally, to further enhance the effectiveness of complaint-handling proceedings, organizations can integrate Juripax’s dedicated online feedback survey for complainants, to provide information on the degree of (dis-)satisfaction. Provided comments are dealt with attentively by the providers, the input and experience collected can lead to improvements in customer-service offerings and, over the long term, may result in better customer loyalty and satisfaction.

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