CUSTOMER COMPLAINT RESOLUTION PROCEDURES

1. PURPOSE

The purpose of this procedure is to ensure that all customer complaints are handled efficiently, fairly, and professionally, in line with My Plastic Limited’s commitment to quality and customer satisfaction.

2. SCOPE

This procedure applies to all customer complaints related to:

Product defects or quality issues
Delivery delays or incorrect shipments
Billing and payment discrepancies
Poor customer service experience
Any other service-related grievances

3. HOW TO LODGE A COMPLAINT

Customers can submit complaints through the following channels:

Email: Send a complaint to:- complaints@myplastics-ea.com
Phone: Call our customer service team at 0725430000
Website: Submit a complaint form via www.myplastics-ea.com
In-Person: Visit our office at Sekondi Road, Off Lung Lunga and speak with a representative

4. COMPLAINT HANDLING PROCESS

Step 1: Acknowledgment

My Plastic Limited will acknowledge receipt of the complaint within 24 hours.
A complaint reference number will be assigned for tracking.

Step 2: Investigation

Our team will investigate the issue by reviewing records, speaking with relevant departments, and, if necessary, inspecting returned products.
Customers may be requested to provide supporting documents, such as invoices, delivery notes, or photographs of defective products.

Step 3: Resolution & Response

A resolution will be provided within 3-7 business days, depending on the complexity of the issue.

Possible resolutions include:

Product replacement (for defective or incorrect items)
Refund or credit note (if applicable)
Correction of billing or service errors
Process improvements to prevent recurrence

Step 4: Customer Feedback & Closure

Once a resolution is provided, the customer will be asked to confirm satisfaction with the outcome.

If unresolved, the complaint will be escalated to senior management for further review.

A final resolution will be communicated, and the complaint will be closed.

5. ESCALATION PROCESS

If a customer is dissatisfied with the resolution, they may:

Request a review by the Customer Service Manager.
Escalate the issue to Company Directors if no satisfactory response is received within 14 days.

6. RECORD-KEEPING & MONITORING

All complaints and resolutions will be documented in our Customer Complaints Register.
Monthly reviews will be conducted to identify recurring issues and improve service delivery.

7. CONTINUOUS IMPROVEMENT

My Plastic Limited is committed to learning from complaints and implementing corrective actions to enhance customer satisfaction.
Feedback from complaint resolutions will be used to improve our products, processes, and customer service.

CONTACT US

For any complaints, queries, or feedback, please reach out to:

Email: complaints@myplastics-ea.com

Phone: 0725430000

Website: www.myplastics-ea.com