Complaint Process Flow Chart - Overview

Customer files Customer Acknowledge customers concern and the

complaint with Service logs Type A importance of his/her complaint.
Access complaint info
Type A or Inform customer that the information is documented
B in the complaint database
Services in the
Complaint Inform customer the complaint response process and
Customer complaint
Service Dept. database follow up timeline.
Remind customer of Access policy when appropriate
Give customer complaint ID number.
Type B Determine if customer would like a written or phone
Acknowledge customers concern and the importance of resolution response.
his/her complaint Thank customer for taking the time in
Inform customer that the information is documented in communicating the concern to ASI.
the complaint database
Give customer complaint ID number. Document customer discussion in the complaint module
Inform customer that information will be forwarded to
the responsible person for investigation and analysis
Remind customer of Access policy when appropriate
Complaint Response Coordinator (CRC) reviews and
Offer alternate solutions to avoid future incident
assigns complaint to staff for investigation
Thank customer for taking the time in communicating
the concern to ASI
Staff works with and coordinates with Provider on the
complaint investigation
Document customer discussion in
the complaint module CRC reviews investigation finding and documents
analysis

Customer Service Representative responds to customer

Appropriate department with findings and analysis
will review and analyze
complaint data
Close Out the Complaint