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Procedure Manual - IMS: Locomotive Workshop, Northern Railway, Lucknow

This document outlines the complaint handling procedure for the Locomotive Workshop of the Northern Railway in Lucknow, India. It defines the process for registering complaints, assigning responsibility to address complaints within defined timelines, providing periodic updates on pending complaints, and communicating lessons learned from complaints across the organization. The SSE Incharge is responsible for implementing and managing the complaint handling procedure.

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Marjorie Dulay Dumol
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231 views1 page

Procedure Manual - IMS: Locomotive Workshop, Northern Railway, Lucknow

This document outlines the complaint handling procedure for the Locomotive Workshop of the Northern Railway in Lucknow, India. It defines the process for registering complaints, assigning responsibility to address complaints within defined timelines, providing periodic updates on pending complaints, and communicating lessons learned from complaints across the organization. The SSE Incharge is responsible for implementing and managing the complaint handling procedure.

Uploaded by

Marjorie Dulay Dumol
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOC, PDF, TXT or read online on Scribd
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LOCOMOTIVE WORKSHOP, NORTHERN RAILWAY,

LUCKNOW
Procedure Manual - IMS DOC. NO. : PM/LW/SMT/16
ISSUE/REV NO.-1/0Date : 15-09-2019
ISO 9001:2015, ISO 14001:2015 &
ISO 45001: 2018

Procedure: Complaint Handling Procedure


1. SUMMARY:
a. The purpose of this procedure is to define the methods to handle the complaints
received from clients, customers.
b. The SSE Incharge is responsible for implementation and management of this
procedure
2. REVISION AND APPROVAL

Rev. Date Nature of Changes Approved By


[Procedure
[Rev [Date of
Original issue. Approver
Number] Issue]
Name]

3. PROCEDURE: COMPLAINT HANDLING

SL. No ACTIVITIES RESPONSIBILITY

1. Register Complaint in Software/ Complaint Book

2. Manage the complaint process including :


a.) Complaint is assessed & assigned to the respective
department
b.) Acknowledging receipt of the complaint within 24 hr.
c.) Providing a final written response to the complaint
within 2 working days of receipt of the complaint,
including :
- Information relevant to the complaint.
- Explanation of event.
SSE INCHARGE
- Adequate reasons for any decision made
- Acknowledgement with thanks to complainant for their
feedback.

3. If Pending, the provision of periodic reporting for governance


to SSE INCHARGE

4 Processes changes, learning & corrections are implemented &


communicated across the organization through formal training
session, circulars , Notice boards, Visual display.

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