You work for an organisation which is just starting up. Management want staff in the new organisation to develop a good customer focus and build a customer centred culture. To make a clear and well managed complaint management policy will be required.

create Apolicyand relatedprocedure/sfor the effective processing of customer complaints for this organisation. (800)

What do i need in my policy and procedure?

can you help me structure my answer, please?

What legislation would the policy be based on and what other legislation should be taken into consideration? (50)

Include any charts, references or pictorial representations that you consider to be relevant.

What legislation are they talking about?

What do you think they mean by charts or pictorial representations? examples would work best i think