Definitions
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Complaint: A formal expression of dissatisfaction regarding Enable’s services,
products, or operations, where an action taken (or not taken) has failed to meet
expectations or commitments. Complaints require investigation and resolution. -
Issue: A specific problem, query, or dispute that requires intervention. If
unresolved, an issue may escalate into a complaint. -
Feedback: Constructive comments, opinions, or suggestions aimed at
improving our services, products, or processes. Unlike a complaint, feedback
does not normally require corrective action; unlike an issue, feedback does not
normally relate to a specific problem or concern that needs to be resolved. -
New request: A customer-initiated request for a new action, service or product
enhancement, where no prior issue or dissatisfaction exists. -
Complaint resolution process: The structured approach Enable follows to log,
investigate, and resolve complaints effectively. -
Root cause analysis: The process of identifying the underlying causes of a
complaint to prevent recurrence and improve overall service quality.
Principles of complaint management
Enable is committed to managing all complaints in a manner that:
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Ensures fairness: Every complaint is given due consideration, regardless of the
nature of the complaint or the party making it. -
Prioritizes satisfaction: We aim to resolve complaints in a way that meets the
expectations of our customers and stakeholders, and improves their experience. -
Adheres to transparency: We maintain clear communication with all
complainants, providing regular updates on the progress and outcome of the
complaint resolution process. -
Supports continuous improvement: The information from complaints is used
to improve internal processes, products, and services.
Complaint submission
All complaints must be submitted via Enable’s Help Center, to ensure proper
documentation and follow-up.
When raising a complaint ticket, ensure you select File a Complaint in the drop-down section.
For all other issues, requests or general support, please select Contact Support in the drop-down section.
Raise complaint here.
Continuous improvement
Enable is committed to using complaint feedback as a critical tool for improving our
services and processes. We will regularly analyze complaint trends, root causes, and
the effectiveness of corrective actions. This analysis will feed into our ongoing
improvement initiatives and be reviewed as part of our ISO 9001 internal audits.
Stakeholder satisfaction and feedback
To ensure we continually meet stakeholder expectations, Enable will:
- Gather satisfaction data related to complaint handling through surveys or
feedback forms. - Use this data to monitor and improve the overall customer experience.
- Regularly review complaint management performance during management
reviews.
Policy Review
This complaints policy will be reviewed annually or as needed to ensure compliance
with ISO 9001 standards and continual alignment with Enable’s commitment to quality
and customer satisfaction.
Service level expectations:
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Acknowledgement: An acknowledgement that we have received the third-party
complaint will be automatically sent when the complaint is submitted. This will
outline the process and set expectations. -
Regular updates: The complainant will be proactively updated on the progress
of their complaint every 5 days. There may be cases where updates are required
more frequently, but this is case-by-case. If the complainant raises a question or
adds a note to their live complaint that is under investigation, Enable will
respond within 24 hours. -
Complaint handling time: Enable aims to resolve all customer complaints
within 28 days (4 weeks) of submission.