Complaints Procedure

This procedure outlines the process to be followed when the company receives a complaint from
an end user, member of the public, or client. AES Smart defines a complaint as any report of a
problem with the service it provides. This process complies with the relevant consumer protection
laws and industry regulations, ensuring that all complaints are handled efficiently and fairly.

Related Procedures
ISO Quality Management System

1. Procedure
Complaint Reception – complaints are received through the prescribed methods: shared
spreadsheet, email, or telephone call.

2. Complaint Logging
2.1 The designated complaints handler logs the complaint in the shared spreadsheet or dedicated
complaints log.
2.2 If the complaint pertains to a supplier-driven activity, it will be recorded as agreed with the
supplier, who will also log it via the shared spreadsheet.

3. Initial Investigation
3.1 If the complaint concerns office-driven functions, the manager will investigate and take
appropriate action. In their absence, the nominated appointee will handle the investigation.
3.2 Any actions taken will be communicated to the customer within 5 working days. If necessary,
feedback will also be given to the responsible team members and team leaders for learning
purposes.

4. Customer Contact and Resolution
4.1 For all other complaints, the customer will be contacted initially via telephone within three
working days to discuss and resolve the complaint.
4.2 AES will attempt to contact the customer by telephone at least three times within five working
days. The dates and times of these calls will be recorded.
4.3 If contact is not made after three attempts, an email will be sent from the resolution’s mailbox,
stating that the complaint will be closed if no response is received, and it can be re-opened through
their supplier.

5. Technical Complaints
5.1 If the complaint is technical and requires a visit, it will be passed to the field team to organise an
incident report visit.
5.2 Initial customer contact should be made within three working days by the complaints handler to
inform the customer that the complaint has been received and will be handled by the field team.
5.3 The field team has three days from receipt of the complaint to contact the customer and
arrange a technical visit. If no contact is made, three attempts will be made by the field team, after
which the complaint will be passed back to the supplier.
5.4 The final attempt will be via email from the resolution’s mailbox, advising that the complaint will
be closed if no response is received, and it can be re-opened through their supplier.

6. Investigation and Follow-up
Upon successful contact, the complaint is investigated by the individual responsible for the initial
investigation.

7. Lessons Learned
Lessons learned from the complaint investigation are communicated to the relevant business area
and implemented as corrective or preventive actions.

8. Reporting
The volume and nature of complaints are analysed and reported at management meetings.

9. Additional Considerations
9.1 Data Protection and Privacy
The complaint handling process complies with data protection laws, including the General Data
Protection Regulation (GDPR), to ensure the proper handling and protection of personal data.

9.2 Customer Rights
The procedure clearly outlines the rights of customers to escalate complaints if they are not
resolved satisfactorily. Customers are informed about their right to escalate their complaints to
higher authorities within the company or to external regulatory bodies.

9.3 Training and Awareness
All staff are adequately trained on the complaint handling procedure to ensure consistent
application. Regular training sessions and updates are conducted to keep staff informed about any
changes to the procedure or relevant laws and regulations.