Handling customer complaints well is crucial for any business. The way an organization addresses these issues can greatly influence its reputation and customer loyalty. Now, while there’s no legal requirement for a customer complaints policy, having a strong internal procedure is essential to prevent disputes from turning into costly legal battles.
Kampala Water (KW) understands this well and set up a Fines Review Committee to address customer complaints swiftly and effectively. This committee is key to KW’s corporate Alternative Dispute Resolution (ADR) strategy and plays a significant role in handling issues, particularly those related to unauthorized water use.
In the fiscal year 2023/24, the Fines Review Committee reviewed over 95 complaints, resolving 93% of them to the satisfaction of the customers. The remaining 7% required further investigation. On the other hand, many customers who had their fines partially overturned chose to settle their outstanding amounts through Arrears Payment Agreements (APAs) recommended by the committee.
Instrumental to the committee’s mission is the fair and just resolution of complaints, aiming to balance the interests of both KW and its customers. The review process involves hearing grievances related to fines for issues like meter removal, meter reversal, tampering with infrastructure, and illegal reconnections. Customers can lodge complaints formally or through internal processes such as branch recommendations after customer engagements.
One interim measure the committee uses is reconnecting customers to water supply after they make a partial payment of their fines and any unpaid bills, which helps reduce delays in resolving complaints. The committee carefully considers each complaint and the relevant documents. For instance, if a customer disputes a penalty for meter removal due to theft, evidence such as a police report and payment for a meter replacement are crucial for resolution.
Note that, resolutions are based on the formal complaint, document investigation, and any additional inquiries needed. Bear in mind that timely customer notification is essential; once a resolution is approved by the accounting officers, the committee must inform the customer within 14 days.
Importantly, there is no strict timeframe for lodging a review complaint, allowing customers with contested fines dating back to 2010 to benefit from the review process. In these cases, the committee requires current account status information before making a decision.
All procedures are designed to ensure proper documentation and the presentation of accurate information, facilitating efficient complaint resolution. This structured approach not only resolves disputes effectively but also promotes fairness and customer satisfaction.
Simply put, this Committee is a clear depiction of how effective complaint resolution can build trust and satisfaction. Their work ensures justice is served while maintaining a positive relationship between the corporation and its customers.
