How To Make a Complaint Against DCI Cayman Islands?
Organization : Department of Commerce & Investment (DCI)
Facility : Make a Complaint Against DCI
Country : Cayman Islands
Website : https://www.dci.gov.ky/make-a-complaint-against-dci
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How To Make a Complaint Against DCI Cayman Islands?
The Department of Commerce and Investment (DCI) seeks to maintain and enhance our reputation of providing our clients and customers with excellent services. We appreciate information and complaints as they assist us in improving our services.
Related / Similar Facility : How To Make a Complaint Against an Illegal Business in Cayman Islands?
The DCI is committed to responding to our customer’s or potential customers’ needs and concerns and resolving their complaints as quickly as possible. This policy has been designed to guide our clients and staff on how the department receives and manages a complaint. We are committed to being consistent, fair and impartial when handling complaints submitted to the department
A complaint can be made in the following ways:
** By emailing the completed complaints form to info@dci.gov.ky or enforcement@dci.gov.ky
** Completing the complaints form and hand delivering it to the DCI counter in a sealed envelope on the ground floor of the Government Administration Building.
** By phone, Monday to Friday, 9 am to 4 pm (945-0943).
Speaking to a member of staff or Trade Officer directly, and handing them the completed Complaint form, in the case of matters relating to breach of the following Acts
i. Trade and Business Licensing Act
ii. Liquor Licensing Act
iii. Music and Dancing Act
iv. Local Companies Control Act
v. Tobacco Act
Process of DCI Cayman Islands Complaints
Let the Customer Explain and Listen Carefully:
When a customer makes a complaint, in person, on the phone or via email, you must concentrate solely on what the customer is telling you. Make notes of the key facts and their concerns so you may fill out the Complaint Report Form. Do not interrupt the customer, stay calm, and in control and avoid defensive reactions.
If the customer is particularly difficult, it is important to remember the person is not complaining about you personally. Stay composed, be positive, and be helpful. In a supportive but concerned tone of voice, you can demonstrate you are actively listening and empathetic to the customer.
Acknowledge, Thank, and Apologize To The Customer:
At the appropriate time during the conversation acknowledge the customers perspective, and the stress this may have caused them. Thank the customer for bringing this matter to your attention. This demonstrates that you are concerned and want to assist them and resolve the matter.
In the case of a customer service complaint, you may also need to empathise with the complainant concerning the failure to deliver the level of service expected, if appropriate. By saying ‘sorry’ you are again demonstrating to the customer that you are genuinely apologetic that this has happened to them and showing that you wish to put things right.
Ask Questions and Summarise Your Understanding:
If a customer is angry, ask their permission to ask questions prior to doing so. This allows you to collect all of the facts needed to understand what has happened and to identify how best to resolve the situation.
Ask a combination of open (“what”, “how”, “who”, “why”, “where” and “when”), as well as closed questions (for example, “did you?”, “is he?”). Finally, summarise your understanding back to the customer to ensure you are clear of the facts. In addition, give the customer the opportunity to share any further facts they may have omitted.
Explain the actions you will take as a result of their complaint:
Ensure that you only commit to the steps you have the authority to take. For example, explain what you will personally undertake to resolve the complaint, including a specific time that a team member will get back to them.
Remember to be realistic about timescales and do not over-promise. When receiving the complaint, you should take ownership of it. If you need to escalate to a more senior staff member, explain to the customer who will be in contact with them, their name and job role.
Feedback:
Ask the customer what they expect as an outcome. Check that the customer is happy with the suggested actions you have committed to. Where appropriate, ask the customer if there is anything further that you could do at this stage to help them.
Record the Complaint:
Immediately record the complaint on the Complaint Report Form, including what preventative measures should be made to avoid the issue occurring again. Retaining these forms allows the department to see patterns emerge over time.
Numerous complaints about a particular process or service might indicate that changes need to be made. This data also allows employees to see what actions were taken to resolve complaints in the past, and can help streamline them in the future.
Action the Agreed Next Steps and Follow Up:
If the matter was not resolved when the complaint was made and you need to follow up with the client, record your attempts and the outcomes achieved at each attempt. Complaints are to be responded to promptly and handled objectively.
Ensure that all further actions have been taken and all promises made to the customer have been met. Provide the customer a confirmation via email when everything has been done as promised.
Review Preventative Measures:
The department will review Complaint Report Forms on a continual basis to determine any measures that will be implemented to minimise the risk of similar occurrences in the future. In the case of a complaint regarding breach of legislation which may require investigation by the Enforcement Team.