Complaint handling in construction industry


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


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


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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