A complaints policy and procedure is in place which encourages our clients to complain and express their concerns freely. At Genesis complaints are viewed as part of quality monitoring arrangements and used as part of learning process to improve the areas of short comings. Without our clients’ complaints, this cannot be achieved. In light of this, all complaints received are fully investigated in line with our company procedures and we aim to give complete satisfactory resolution to every complaint received.
Just as we realize the need to address any concerns our clients may have, we also welcome any comments, compliments and suggestions they may have about any aspect of our service delivery.
The statistics and trends of all complaints, comments, compliments and suggestions received are reviewed regularly by the Quality Assurance Manager and recommendations for service improvement made.