Table of Contents CUSTOMER FEEDBACK POLICY ............................................................................................................................................3

Scope............................................................................................................................................................................................3

Authority ....................................................................................................................................................................................3

Matters that are managed outside of the Customer Feedback Framework ....................................................3

Anonymous Feedback ...........................................................................................................................................................5

Complaints Management Model .......................................................................................................................................5

Guiding Principles ..................................................................................................................................................................6

Managing Unreasonable Conduct ................................................................................................................................. 13

Definitions .............................................................................................................................................................................. 13

APPENDIX: – Feedback not covered by this Policy ................................................................................................ 16

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