Users of the complaints process will be asked to complete a simple questionnaire via a link on the complaint communications and documentation.
The survey focuses on:
* How easy or hard it was for the retailer to use the process
* Did the parties involved respond in a timely and efficient manner?
* How satisfied the retailer was with the overall process
* Any further comments or recommendation
This review of performance will enable the PDRP to assess the effectiveness of the Charter and complaints process. From the information provided any adjustments required can be made to the existing process thereby improving service, says the PDRP.
Neil Robinson, PDRP Chairman, said: "This important PDRP initiative will provide vital performance information on the Charter and its complaint process. The information collected will be used to improve the transparency, accessibility and credibility of the newspaper and magazine self regulatory system - ultimately the operational standards and customer service. With this in mind I urge retailers to participate and help benefit everybody within the industry."
