SPC Customer Complaint Investigation Form

• Document No.

• Conducted on

  Date

• Prepared by

CUSTOMER COMPLAINT INVESTIGATION FORM

• Resident Name:

• Address
  Address

• Date Complaint Received

  Date

• Target Date To Respond By:

  Date

• Complaint Area

  Select Trade Staff Planning Management Asset Team Housing

  • Trade Staff
  • Planning
  • Management
  • Asset Team
  • Housing

• Job Number

• Job Site Location

• Works Description

Complaint

• Resident overview of compaint

• Was personal protection worn?

  Yes

  No

  N/A

• Select Hearing Eyes Respiratory Hands and Arms Feet

  • Hearing
  • Eyes
  • Respiratory
  • Hands and Arms
  • Feet

• Did the Trade Staff show their ID Badge?

  Yes

  No

  N/A

• Did the Trade Staff explain the job to be undertaken, and provide an indication of time for the job to take?

  Yes

  No

  N/A

• If the job could not be completed at the first visit, was a follow on job booked from site?

  Yes

  No

  N/A

• Relevant photos

  Media

• Checklist of relevant documentation

  Select Letters Statements TotalRepairs Screenshots DRS Screenshots Investigation Notes

  • Letters
  • Statements
  • TotalRepairs Screenshots
  • DRS Screenshots
  • Investigation Notes

• Procedures

  Adequate

  Being followed

  Right first time

• Were service standards met?

  Yes

  No

  N/A

• Overall Conclusion

• Complaint

  Upheld

  Not Upheld

• Learning Points / Comments

• Officer Investigating

  Sign

IA-04-34