Customer Complaint Management
Signing Up
- When signing up the subscriber receives signage examples and can print and display in their preferred way. - Signage includes a QR code which, if scanned, takes the person directly to the reporting portal of our website.
- Signage is changed regularly and with its vibrant design it encourages whistleblowers to blow the whistle.
- Subscribers can also add a link to our website on their website, advising clients that they have an external ethics hotline service.
- Our subscribers are required to on an ongoing basis, ensure that signage is displayed. This is a combined effort and the more effort both parties put in, the better the results will be.
Reporting
- A client experiences bad service or receives a sub-standard product and wants to report it.
- He/she scan the QR code, which bring them directly to the reporting portal on our site. (The QR code can be displayed on signage, till-slips and invoices.)
- He/she complete the user-friendly form and report the information to our network.
- He/she is provided with a unique ticket number which they keep as proof that they blew the whistle. – This is also used for all future communication from the whistleblower.
- One of our team members will then engage in ongoing communication with the whistle blower, using our intelligence gathering skills.
- One of our team members will then contact the subscriber’s nominated responsible person. A process will be started to establish the reason for the client’s unhappiness. During the process, we will also establish operational shortfalls in our subscriber’s business.
- Our team member will give the customer feedback which includes a letter thanking them for reporting the information, as well as communicate what the subscriber offers as compensation to make up for the inconvenience caused.
- We will then apply our mind on solutions to deal with the identified shortcomings in the subscriber’s business, as well as preventative measures. Our feedback report to the subscriber will include recommendations which may include training and or disciplinary action against the employee/s identified.
Customer Feedback Importance
- Identify areas that need improvement.
- Improve communication with customers.
- Senior management stays informed.
- Recognise training needs.
- The opportunity to implement a “culture of improvement” with staff and other role-players.
- Can reveal new business opportunities and spot areas where costs can be saved.
- Investigating complaints will provide valuable information on what competitors are doing differently.
- Better understanding of customer needs and trends.
- Dispute resolution can lead to loyal relationships with customers.
Subscription Pricing
Silver Package – For Entities with 5 or less reports per month. If more than 5 reports are received in two consecutive months, DONDO will expect the subscriber to upgrade to the Gold Package.
Gold Package – For Entities with 6 or more reports per month. Ideal for entities in the service or hospitality sector.
0 - 30 EMPLOYEES
R750 Sign Up Fee
R3,000/year
- SAVE 16.6% With Annual Billing
- Whistleblowing Management
- Customer Complaint Management
- Customer Compliment Management
- Protected Disclosures Management
- Access to Q and A Service
- Urgent Bulletins
- Monthly Newsletters
- Discounted Rates on Ad-Hoc Services
31 - 50 EMPLOYEES
R750 Sign Up Fee
R5,000/year
- SAVE 16.6% With Annual Billing
- Whistleblowing Management
- Customer Complaint Management
- Customer Compliment Management
- Protected Disclosures Management
- Access to Q and A Service
- Urgent Bulletins
- Monthly Newsletters
- Discounted Rates on Ad-Hoc Services
51 - 100 EMPLOYEES
R750 Sign Up Fee
R10,000/year
- SAVE 16.6% With Annual Billing
- Whistleblowing Management
- Customer Complaint Management
- Customer Compliment Management
- Protected Disclosures Management
- Access to Q and A Service
- Urgent Bulletins
- Monthly Newsletters
- Discounted Rates on Ad-Hoc Services
100+ EMPLOYEES
R750 Sign Up Fee
Upon Request
- SAVE With Annual Billing
- Whistleblowing Management
- Customer Complaint Management
- Customer Compliment Management
- Protected Disclosures Management
- Access to Q and A Service
- Urgent Bulletins
- Monthly Newsletters
- Discounted Rates on Ad-Hoc Services
0 - 30 EMPLOYEES
R750 Sign Up Fee
R300/month
- Whistleblowing Management
- Customer Complaint Management
- Customer Compliment Management
- Protected Disclosures Management
- Access to Q and A Service
- Urgent Bulletins
- Monthly Newsletters
- Discounted Rates on Ad-Hoc Services
31 - 50 EMPLOYEES
R750 Sign Up Fee
R500/month
- Whistleblowing Management
- Customer Complaint Management
- Customer Compliment Management
- Protected Disclosures Management
- Access to Q and A Service
- Urgent Bulletins
- Monthly Newsletters
- Discounted Rates on Ad-Hoc Services
51 - 100 EMPLOYEES
R750 Sign Up Fee
R1,000/month
- Whistleblowing Management
- Customer Complaint Management
- Customer Compliment Management
- Protected Disclosures Management
- Access to Q and A Service
- Urgent Bulletins
- Monthly Newsletters
- Discounted Rates on Ad-Hoc Services
100+ EMPLOYEES
R750 Sign Up Fee
Upon Request
- Whistleblowing Management
- Customer Complaint Management
- Customer Compliment Management
- Protected Disclosures Management
- Access to Q and A Service
- Urgent Bulletins
- Monthly Newsletters
- Discounted Rates on Ad-Hoc Services
0 - 30 EMPLOYEES
R750 Sign Up Fee
R5,000/year
- SAVE 16.6% With Annual Billing
- Whistleblowing Management
- Customer Complaint Management
- Customer Compliment Management
- Protected Disclosures Management
- Access to Q and A Service
- Urgent Bulletins
- Monthly Newsletters
- Discounted Rates on Ad-Hoc Services
31 - 50 EMPLOYEES
R750 Sign Up Fee
R8,000/year
- SAVE 16.6% With Annual Billing
- Whistleblowing Management
- Customer Complaint Management
- Customer Compliment Management
- Protected Disclosures Management
- Access to Q and A Service
- Urgent Bulletins
- Monthly Newsletters
- Discounted Rates on Ad-Hoc Services
51 - 100 EMPLOYEES
R750 Sign Up Fee
R15,000/year
- SAVE 30.5% With Annual Billing
- Whistleblowing Management
- Customer Complaint Management
- Customer Compliment Management
- Protected Disclosures Management
- Access to Q and A Service
- Urgent Bulletins
- Monthly Newsletters
- Discounted Rates on Ad-Hoc Services
100+ EMPLOYEES
R750 Sign Up Fee
Upon Request
- SAVE With Annual Billing
- Whistleblowing Management
- Customer Complaint Management
- Customer Compliment Management
- Protected Disclosures Management
- Access to Q and A Service
- Urgent Bulletins
- Monthly Newsletters
- Discounted Rates on Ad-Hoc Services
0 - 30 EMPLOYEES
R750 Sign Up Fee
R500/month
- Whistleblowing Management
- Customer Complaint Management
- Customer Compliment Management
- Protected Disclosures Management
- Access to Q and A Service
- Urgent Bulletins
- Monthly Newsletters
- Discounted Rates on Ad-Hoc Services
31 - 50 EMPLOYEES
R750 Sign Up Fee
R800/month
- Whistleblowing Management
- Customer Complaint Management
- Customer Compliment Management
- Protected Disclosures Management
- Access to Q and A Service
- Urgent Bulletins
- Monthly Newsletters
- Discounted Rates on Ad-Hoc Services
51 - 100 EMPLOYEES
R750 Sign Up Fee
R1,800/month
- Whistleblowing Management
- Customer Complaint Management
- Customer Compliment Management
- Protected Disclosures Management
- Access to Q and A Service
- Urgent Bulletins
- Monthly Newsletters
- Discounted Rates on Ad-Hoc Services
100+ EMPLOYEES
R750 Sign Up Fee
Upon Request
- Whistleblowing Management
- Customer Complaint Management
- Customer Compliment Management
- Protected Disclosures Management
- Access to Q and A Service
- Urgent Bulletins
- Monthly Newsletters
- Discounted Rates on Ad-Hoc Services
A once-off joining and setup fee of R750.00 applies to all bussinesses.
Payment of all Fees is done in Advance.
Fees are per single premises.
For multiple premises, separate subscriptions need to be taken. – The joining fee only applies to the first one, when joining multiple premises in one session.
