Complaints, Non-Conformance and Rectification Policy

Applies to

Policy statement

Shinezone welcomes concerns and complaints as opportunities to make work safe, correct failures and improve systems.

Channels and process

• Telephone, email, website form, contract meeting, portal or written correspondence
• Receipt: record time, complainant, site, service, issue, immediate risk and requested outcome
• Triage: classify safety, safeguarding, security, quality, conduct, damage, data, billing, environmental or other
• Containment: make safe, stop activity, preserve evidence, replace staff, arrange rectification or escalate
• Investigation: review booking, attendance, allocation, RAMS, checklist, photographs, products, equipment, communications and staff accounts
• Resolution: re-clean, repair or insurance referral, apology, retraining, procedure revision, supervision, supplier action or explained no-fault finding
• Closure: record actions, date, evidence, client response, approval and preventive action

Rectification and escalation

Configure targets by contract. Where a six-hour target applies, the trigger, owner, deadline and completion time must be auditable. Do not promise a universal six-hour service unless supported.

A dissatisfied complainant may request management review by someone not responsible for the initial decision where practicable.

Related policies and evidence