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The Complaints Management Policy serves as a crucial governance document for organizations operating in Belgium, establishing standardized procedures for handling customer complaints effectively and in compliance with legal requirements. This policy is essential for organizations seeking to maintain consistent complaint handling processes while adhering to Belgian consumer protection laws, EU regulations, and industry-specific requirements. The document incorporates provisions from Book XVI of the Belgian Code of Economic Law, GDPR compliance requirements, and EU Alternative Dispute Resolution directives. It provides comprehensive guidance on complaint receipt, investigation, resolution, and reporting, ensuring that organizations meet their legal obligations while maintaining high standards of customer service. The policy is particularly important given Belgium's strict consumer protection framework and multilingual requirements.

1. Purpose and Scope: Outlines the objectives of the policy and its application scope, including which types of complaints are covered

2. Definitions: Defines key terms used throughout the policy, including what constitutes a complaint, stakeholders, and resolution terms

3. Legal Framework: References to relevant Belgian and EU legislation governing complaints handling

4. Principles of Complaints Management: Core principles including fairness, accessibility, responsiveness, objectivity, and confidentiality

5. Roles and Responsibilities: Defines responsibilities of different staff members and departments in the complaints process

6. Complaint Submission Process: Details how customers can submit complaints, including available channels and required information

7. Complaint Handling Procedure: Step-by-step process for handling complaints from receipt to resolution

8. Response Times and Service Levels: Specified timeframes for acknowledging and responding to complaints

9. Recording and Documentation: Requirements for documenting and tracking complaints

10. Data Protection and Privacy: Procedures ensuring GDPR compliance in complaint handling

11. Quality Assurance and Reporting: Processes for monitoring and improving complaints handling