This Complaint Resolution Policy serves as a fundamental governance document for organizations operating in Belgium, establishing standardized procedures for handling customer grievances and disputes. The policy is essential for ensuring compliance with Belgian consumer protection laws, particularly Book XVI of the Belgian Code of Economic Law, and relevant EU regulations including the Alternative Dispute Resolution Directive (2013/11/EU). Organizations should implement this policy to maintain consistent complaint handling procedures, protect consumer rights, and demonstrate compliance with regulatory requirements. The document addresses key aspects including complaint submission channels, processing timeframes, resolution mechanisms, and data protection requirements under both Belgian and EU law. It is particularly crucial for organizations dealing with consumer interactions and those operating across different Belgian linguistic regions.
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
Your data doesn't train Genie's AI
You keep IP ownership聽of your docs
1. Purpose and Scope: Defines the purpose of the policy and its application scope, including geographical and jurisdictional coverage
2. Definitions: Defines key terms used throughout the policy, including 'complaint', 'complainant', 'resolution', and other relevant terminology
3. General Principles: Outlines the fundamental principles of complaint handling: fairness, accessibility, responsiveness, objectivity, and confidentiality
4. Complaint Submission Process: Details how complaints can be submitted, including acceptable channels and required information
5. Acknowledgment and Initial Response: Specifies timeframes and procedures for acknowledging receipt of complaints
6. Investigation Process: Describes the steps taken to investigate complaints, including gathering information and documentation
7. Resolution Process: Outlines how decisions are made and communicated to complainants
8. Appeals Process: Describes procedures for appealing decisions and escalation pathways
9. Data Protection and Privacy: Explains how personal data is handled in compliance with GDPR and Belgian data protection laws
10. Record Keeping: Specifies documentation requirements and retention periods
11. Monitoring and Reporting: Describes how complaint data is analyzed and reported for continuous improvement
1. Industry-Specific Requirements: Additional requirements specific to regulated industries (e.g., financial services, healthcare)
2. Cross-Border Complaints: Procedures for handling complaints involving multiple jurisdictions within the EU
3. Alternative Dispute Resolution: Details about external ADR bodies and when/how to access them
4. Language Policy: Specific language requirements for different Belgian regions (needed if operating across multiple Belgian language regions)
5. Social Media Complaints: Specific procedures for handling complaints received through social media channels
6. Vulnerable Customers: Special provisions for handling complaints from vulnerable individuals
1. Complaint Form Template: Standard form for submitting complaints, including required fields and guidance
2. Response Time Standards: Detailed timeframes for different types of complaints and processing stages
3. Escalation Matrix: Detailed hierarchy and contact information for complaint escalation
4. Contact Information: List of relevant contact points and hours of operation
5. Data Processing Information: Detailed information about personal data handling procedures and retention periods
6. Third-Party ADR Bodies: List of approved alternative dispute resolution bodies and their contact information
Find the exact document you need
Company Complaints Policy
A Belgian-law compliant policy document establishing procedures and guidelines for handling customer and stakeholder complaints within an organization.
Download
Complaints Handling Policy
A Belgian law-compliant policy document establishing procedures for handling customer complaints, aligned with EU regulations and Belgian consumer protection requirements.
Download
Complaint Resolution Policy
A comprehensive complaint handling framework compliant with Belgian and EU regulations, outlining procedures for effective complaint resolution and consumer protection.
Download
Complaints Management Policy
A Belgian law-compliant policy document outlining procedures for managing customer complaints, aligned with local and EU regulations.
Download
Customer Complaint Policy
A Belgian law-compliant policy document outlining procedures for handling customer complaints, aligned with EU and Belgian federal regulations.
Download
骋别苍颈别鈥檚 Security Promise
Genie is the safest place to draft. Here鈥檚 how we prioritise your privacy and security.
Your documents are private:
We do not train on your data; 骋别苍颈别鈥檚 AI improves independently
All data stored on Genie is private to your organisation
Your documents are protected:
Your documents are protected by ultra-secure 256-bit encryption
We are ISO27001 certified, so your data is secure
Organizational security:
You retain IP ownership of your documents and their information
You have full control over your data and who gets to see it
.png)