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Feedback & Complaints Policy

Document No: PMS-POL-006 | Version 3.0 | Effective: February 2026

Purpose

This policy establishes a systematic approach to collecting, analyzing, and acting upon feedback and complaints from participants, clients, and stakeholders. It ensures all concerns are addressed promptly and fairly, and that feedback drives continuous improvement.

Feedback Collection

Post-Training Surveys

Mandatory feedback collection at end of every program

Client Reviews

Regular satisfaction assessments with corporate clients

Complaint Channels

Multiple accessible channels for raising concerns

Follow-up Surveys

Impact assessment 30-90 days post-training

Complaint Handling Process

1

Receipt & Acknowledgment

All complaints acknowledged within 24 hours with a reference number

2

Investigation

Thorough investigation by designated officer within 3 working days

3

Resolution

Response and resolution provided within 7 working days

4

Escalation (if needed)

Unresolved complaints escalated to senior management for review

5

Closure & Follow-up

Formal closure with satisfaction check and preventive actions documented

Our Commitments

  • Treat all complaints with seriousness and confidentiality
  • Acknowledge complaints within 24 hours
  • Investigate thoroughly and impartially
  • Provide resolution within 7 working days
  • Implement corrective actions to prevent recurrence
  • Track and analyze complaint trends for improvement
  • No retaliation against complainants
  • Regular reporting to management on complaint status

Approved by

Quality Manager

Review Date

February 2027