SOP EP27 – Managing the Complaint Report System for the Email Accounts – Activity Breakdown
1. Any user of the University email service can make a complaint using the Email Complaint Form (ECF).
2. Mail Admin analyzes the complaints and prepare a Solution/ Remedy Report.
3. Mail Admin submit the Solution/ Remedy Report to Director (CITS) and get the confirmation for the proposed solution or remedy (during a formal meeting).
4. Mail Admin informs the approved Solutions / Remedies (EN12) to the complainer.
5. Mail Admin records the details of the of complaint management in the Email Complaint Leger.