Johnson Controls Arabia recognizes that complaints give us a unique opportunity to retain dissatisfied customers and maintain our reputation for high quality products and services.
We provide our customers, personnel, and other interested parties with publicly available information on how and where to complain and encourage them to give us both affirmative and critical feedback. We continually analyze both justified and unjustified complaints with the goal of improving the quality of our products and customer service.
Our Guiding Principles:
Visibility: Our Complaints Handling Policy is readily available on our website at www.jcarabia.com
Accessibility: Our Complaints Handling Policy is readily accessible to all business partners, employees, and customers. The Policy is easy to understand and includes details on making and resolving complaints.
Responsiveness: When received via email, receipt of each complaint is acknowledged to the complainant immediately. Complainants will be treated courteously and kept informed of the progress of their complaint throughout the complaint-handling process.
Objectivity: Each complaint is addressed in an equitable, objective, and unbiased manner through the complaints-handling process.
Charges: There will be no charge to the complainant for making a complaint.
Complaint Channels: You can submit a complaint through our Customer Care Department by either contacting our call center at 8001242240 or via WhatsApp at 8001242240.
Confidentiality: Personal and non-public information concerning the complainant is actively protected from disclosure unless the complainant expressly consents to its disclosure or required by government authorities.
Customer-focused approach: All business partners and employees are committed to efficient and fair resolution of complaints. We actively solicit feedback from our customers on a regular basis and acknowledge a customer’s right to complain.
Accountability: All business partners and employees agree to take responsibility for effective complaints handling system. The Operation Director will ensure that issues raised in the complaints handling process internal to company are reflected in partner and employee performance evaluation. Similarly, Administration Manager will manage and provide feedback on disputes handled outside the organization to business partners for evaluation.
Continual Improvement: Our complaints handling process will be reviewed periodically, and at least annually, to aim to enhance its efficient delivery of effective outcomes.
Code of Conduct
This policy solidifies Johnson Controls Arabia commitment to a world-class customer experience in certain situations where for some reason beyond our control or inadvertently, we are unable to meet the service levels committed by us in our dealings with our customers. This policy is designed to cover areas relating to:
· Service delays more than 5 days.
We will provide our unsatisfied customers, with a up to 45%-discount coupon through our customer care department either through call center or WhatsApp that coupon can be used on our online store to purchase our products. Furthermore, we will make sure that your issue is completely resolved.
