Complaint handling in construction industry


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In Construction, there is a standard way of handling complains, the customer has to give his complain in writing to the builder that can be before possession or after possession and within 7 days action is taken. This also shows after sales service given by the constructors.

The procedure to lodge these complains can be explained as follows:

 

Screening and logging:

The date the problem occurred; a description of the problem, and any other information should be formally being given in writing to the builder

Investigating:

After the builder receives the complain, he gathers facts about the problem and investigates on the issue.

Acknowledging:

Let the customer know that the matter is receiving attention and how long it will take to resolve the issue.

Formulating a solution:

While formulating a solution, the important criteria to consider include the warranty obligations, customer’s expectation, and the cost versus benefit of alternative solution. Here, within 7 days appropriate action is taken after considering these important criteria’s.

 

One person within the organization has the ultimate authority and responsibility for customer relations.


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