 | As part of improving our relationships with our neighbors, we rely on direct feedback from the Hubs on all complaints. This includes all verbal and written complaints received about our operations, deliveries from suppliers or our staff in the Hubs. |
Process
All complaints must be reported immediately via the Service Center so that the Public Affairs Team can assist you as quickly as possible.
Verbal complaints:
Always remain polite in direct exchanges, no matter how upset the person is.
Gather as much information as possible from the person involved so we can address specific issues.
If contact information has been shared at the location, be sure to attach it to the Service Center message. This will allow the Public Affairs Team to contact the appropriate party and coordinate the next steps.
Written complaints:
It is imperative for all written complaints to be added as an attachment in the complaint report.
FAQ
Why is it important?
In the past, we have seen a direct correlation between complaints from neighbors/others and increased visits to authorities as well as negative feedback on individual hubs. Therefore, it is extremely important that all complaints are reported immediately through the Service Center so that we can proactively address the issues and contact the appropriate individuals. Failure to handle complaints seriously will quickly lead to further problems, which in the worst case can lead to the closure of the hub by the authorities.
Article feedback
Something wrong with the article? Tell us!