Complaints Policy and Procedure
Created: October 2022
Last Updated: February 2023
This policy sets out the process to handle any complaint or concern about PanPan products or services in order to achieve a fair resolution.
All concerns and complaints handled by Pandu Solutions staff must also follow PanPan Customer Service Policy guidelines for interactions with customers.
All concerns and complaints handled by Pandu Solutions staff must also follow PanPan Customer Service Policy guidelines for interactions with customers.
Scope
1.1 This procedure will apply when complaints or concerns are received from Corporate Customers, end-users or their carers.
Roles and Responsibilities
2.1 Pandu’s Customer Success and Operations Manager (complaint handler) is primarily responsible for handling formal complaints and concerns involving PanPan products and services. In the event that the complaint handler is unavailable, the Managing Director or the CTO will handle the complaint.
2.2 The Complaint Handler is responsible for logging formal complaints and concerns into the system and liaising with the relevant manager to investigate the circumstances around them. Any member of staff who receives a formal complaint or concern is responsible for taking notes on all the relevant details and passing them to the Complaint Handler.
2.2 The Complaint Handler is responsible for logging formal complaints and concerns into the system and liaising with the relevant manager to investigate the circumstances around them. Any member of staff who receives a formal complaint or concern is responsible for taking notes on all the relevant details and passing them to the Complaint Handler.
Definitions
‘Customers’: any individual or organisation (such as a telecare company, broker or government body) that purchased PanPan products or contracted PanPan services from Pandu Solutions.‘End User': any individual that wears a PanPan device.
Procedure
3.1 You may raise a complaint or ask for support about a PanPan product in different ways:
3.2 We will contact you
4.1 On receiving a complaint or concern a staff member must fill in all the details in a ‘Customer Complaint Form’ and log the information onto our system. Information must include the following:
4.2 The complaint/concern will be passed to the complaint handler who will arrange for the relevant manager to investigate the circumstances surrounding the complaint/concern and will update the Complaint on the system. In cases where the complaint was filed via email or post, the complaint handler will email the customer to acknowledge receipt of their complaint within 24 hours and request any missing information in their email to process the complaint.
4.3 For all complaints not resolved within 48 hours, the complainant will be informed that an investigation is in place and of any updates if available.
4.4 The Complaint Handler and the relevant manager will review the findings of the investigation, and agree on the outcome and any actions to correct or prevent the issue, including service improvements, refinement of processes, or staff training and development.
4.5 The customer will receive a phone call or a detailed written response (whichever is deemed more appropriate in the case) with a proposal(s) to redress the issue when pertinent.
4.6 If you are not satisfied with how the complaint has been handled, you are encouraged to raise your concern to Pandu’s COO, by emailing support@pandu.ie using the subject line: for the attention of the COO.
4.7 All correspondence will be retained in the complaints file. Where appropriate, information will be logged onto the client management system.
4.8 Corrective and preventative actions agreed on will be implemented.
4.9 Complaints will be reviewed on a monthly basis by senior executives in order to monitor trends and evaluate the effectiveness of the measures taken to avoid the recurrence of the issue.
3.1.1 Telecare providers
- If you need technical support with an active watch please click on the “report an issue” button on your customer’s profile page on the PanPan platform. That way we’ll receive your message along with the watch's IMEI number and the link to the person’s profile in one go.
- If you need technical support with an app-related issue, you can report it to us from the PanPan platform or by emailing support@pandu.ie.
- If you need help with anything else you can email our customer success manager at ligimat@pandu.ie
- You may also submit a complaint or offer feedback in writing to 3 Marine Road, Dun Laoghaire, Co Dublin. A96 HW25. Ireland. In person to any of our staff, or through one of our customer satisfaction surveys.
3.1.2 Individuals
- The quickest way to get support for your PanPan watch is by contacting your telecare provider. They will be able to resolve most of your queries. However, we always welcome feedback from our end-users and are ready to offer extra help when needed via our support email: support@pandu.ie.
- If you need help with the PanPan app please email us at support@pandu.ie
- You may also submit a complaint or offer feedback in writing to 3 Marine Road, Dun Laoghaire, Co Dublin. A96 HW25. Ireland, or through one of our end-user surveys.
3.2 We will contact you
- Acknowledging the complaint within 24 hours
- Responding to the complaint within 48 hours
4.1 On receiving a complaint or concern a staff member must fill in all the details in a ‘Customer Complaint Form’ and log the information onto our system. Information must include the following:
- complainant’s name
- company name (if applicable)
- address
- contact details (email and phone number)
- nature of complaint
- device IMEI number (if applicable)
- Date and time.
4.2 The complaint/concern will be passed to the complaint handler who will arrange for the relevant manager to investigate the circumstances surrounding the complaint/concern and will update the Complaint on the system. In cases where the complaint was filed via email or post, the complaint handler will email the customer to acknowledge receipt of their complaint within 24 hours and request any missing information in their email to process the complaint.
4.3 For all complaints not resolved within 48 hours, the complainant will be informed that an investigation is in place and of any updates if available.
4.4 The Complaint Handler and the relevant manager will review the findings of the investigation, and agree on the outcome and any actions to correct or prevent the issue, including service improvements, refinement of processes, or staff training and development.
4.5 The customer will receive a phone call or a detailed written response (whichever is deemed more appropriate in the case) with a proposal(s) to redress the issue when pertinent.
4.6 If you are not satisfied with how the complaint has been handled, you are encouraged to raise your concern to Pandu’s COO, by emailing support@pandu.ie using the subject line: for the attention of the COO.
4.7 All correspondence will be retained in the complaints file. Where appropriate, information will be logged onto the client management system.
4.8 Corrective and preventative actions agreed on will be implemented.
4.9 Complaints will be reviewed on a monthly basis by senior executives in order to monitor trends and evaluate the effectiveness of the measures taken to avoid the recurrence of the issue.
Approved by: All directors and stakeholders of Pandu Solutions Ltd.
