Servicing thousands of

Johannesburg clients
since 2005

 
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0861 111 777
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COMPLAINTS PROCEDURE:

All complaints taken seriously:

Apart from 1 Call ASAP’s exceptionally stringent accreditation process, the 1 Call contractors are kept on their toes by the operation centre staff, who constantly monitor their performance.
This minimises the amount of complaints that cannot be remedied telephonically.
Once again, financial control of your project is essential as there is far more risk that a complaint cannot be resolved, if there are no funds left to motivate satisfactory completion.

In the instance where a complaint has escalated to management level, there are procedures as per our terms and conditions (signed by every contractor) that we adhere to:

Stage 1

The contractor concerned will be offered the opportunity to either:

  • rectify the situation immediately or
  • supply the customer with a realistic plan of action for correcting the problem/s

Stage 2

The customer complains again:

  • the contractor has defaulted from the plan of action as agreed at stage 1 or
  • the customer complains about something else and/or
  • the relationship has irreparably broken down between both parties.

Assessors visit:

An assessor is elected to site visit at the customer's soonest convenience, an assessment and subsequent written report will be compiled and the findings will be final.

In more than eighty five percent of cases in the last four years, the contractor has been at fault and has paid the assessor's call out fee.

However, there are times where a client is deemed to be unreasonable and the call out fee has been for their account.

The report will specify what is required to rectify the work. Often the contractor is instructed to leave the site and 1 Call will introduce a replacement, usually within the budget available if the funds have been controlled correctly.

Each and every complaint is assessed on its own merits and the findings made available to both parties.

1 Call boasts a non-resolved complaint rate of just over half a percent – outstanding statistics by anyone’s standards.

So please remember - always stay in financial control of your project all the way.

 

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