Analyze complaint trends monthly and open root cause reviews

Complaint Management policy, §9

The complaint log is reviewed every month for volume by category and customer, severity mix, resolution times, and shifts from prior periods. A recurring issue, or any single Critical or High complaint, opens a root cause analysis under the Issues Management Policy.

Monthly

Each month, and on any Critical or High complaint

Produce the monthly trend analysis from the register, identify recurring or systemic issues, and open a root cause analysis that names the cause and the remediation.

• Monthly trend analysis

  Report with volumes, severity mix, and resolution times

• Root cause analysis

  Issue record under the Issues Management Policy

Compliance Officer

Leela can compute the monthly trends from the register and draft the analysis for the Compliance Officer.

Tell Leela about your company to see whether this applies.