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Customers who wish to complain to us directly can do so electronically using our digital complaints鈥� form or email. These digital formats can be used to tell us of a new complaint or to discuss a complaint they have already made.

However, the customer may be using these routes about day-to-day business matters. Just because the customer has sent us a communication using this form, it does not mean we always have to treat it as a complaint.

Continuously refer to the complaint definition, when reading customer correspondence, and act accordingly.

Remember:

There still may be lessons to be learned from issues resolved at initial contact (that is before the issue becomes a tier 1 complaint), and you should have procedures in place to identify and share them.