Last Update: 02.03.2024
1. Purpose
The purpose of this document is to outline the communication and resolution path for customer complaints at Cleantech Terra GmbH, ensuring a consistent and effective approach to handling and resolving customer issues.
This policy is applicable for both the ctterra.com and cleantech.training platforms.
2. Scope
This document applies to all customer complaints received by Cleantech Terra GmbH related to our training programs, services, and other interactions with customers.
3. Complaint Resolution Path
Step 1: Receipt of Complaint
Channels for Receiving Complaints:
Email: mb@ctterra.com
Phone: +49 176 444 5050 4
In-person: At the company’s reception desk from Monday to Friday between 9:00 and 17:00 on working days as per the official Berlin, Germany working days, excluding bank holidays.
Step 2: Acknowledgment of Complaint
Within 48 hours of receiving the complaint, we will acknowledge receipt via email or phone, providing the customer with a reference number and an estimated timeline for resolution.
Step 3: Investigation
The complaint will be forwarded to the appropriate department or individual for investigation.
The investigation will include gathering all relevant information and may involve interviewing staff, reviewing training materials, and examining any other pertinent documents.
Step 4: Resolution Proposal
Within 5 business days, we will propose a resolution to the customer. This may involve corrective actions, a refund, or other appropriate measures.
The proposed resolution will be communicated to the customer via email or phone.
Step 5: Implementation of Resolution
Once the customer accepts the proposed resolution, we will implement the resolution within 3 business days.
If the customer does not accept the resolution, further discussions will be held to find a mutually acceptable solution.
Step 6: Follow-Up
After the resolution has been implemented, we will follow up with the customer within 7 business days to ensure they are satisfied with the outcome.
The follow-up will be conducted via email or phone.
4. Documentation and Reporting
All complaints, investigations, and resolutions will be documented and stored securely.
Monthly reports will be generated to review complaint trends and identify areas for improvement.
These reports will be reviewed by the management team to ensure continuous improvement of our services.
5. Continuous Improvement
Feedback from complaints will be used to improve our training programs and services.
Regular training will be provided to staff to enhance their skills in handling customer complaints effectively.
6. Contact Information
For any questions or further information regarding our complaint resolution process, please contact:
Cleantech Terra GmbH
Rheinsberger Str. 76/77
10115, Berlin, Germany
Phone: +49 176 4445 0504
Training Programs Admin: marah.mariam@ctterra.com
Escalations: mb@ctterra.com
Website: https://ctterra.com/
By implementing this customer resolution process, Cleantech Terra GmbH is committed to ensuring customer satisfaction and continuously improving our services. The latest version of this policy will always be published on this page.