Page 80 - Tata Steel One Report 2024-Eng-Ebook HY

Business Operation and Performance Driving Business Towards Sustainability Corporate Governance Policy Financial Statements Attachments
Complaints Management
Customer complaints are managed in compliance with regulations and procedures as follows: 1. Processofreceivingcomplaint:termsandconditions.
2. Complaint management: process of consideration and deadline to inform the results. 3. Complaintmonitoring:communicationwithconcernedparties.
4. Preventive action: in-depth analysis and building customers’ confidence.
The Company has developed the complaint management process by using an IT system to help in following up complaints in various steps and these steps are controlled by KPIs e.g., overdue date, investigation time, and number of complaints. The customers rest assured that the claim and complaint process would be resolved promptly and effectively, and the Company also sets up lead time to response in each case. The Company has also created an application for customers to track the status of complaints on their own.
Customer Type
Maximum number of days required to respond to customers
Key Customer
Within 5 days
Regular Customer
Within 14 days
78 Tata Steel (Thailand) Public Company Limited