Complaint

Complaints Channels:

• You can receive complaints through the below:

• The SLA for all cases is within 2 business days. 

• Urgent Cases: ASAP and set the complaint priority as "Urgent"

If a customer contacts us regarding a high-severity situation (safety issue, accident, car breakdown during the ride, harassment, social media case [post/story], potential fraud, جهاز حماية المستهلك lawsuit, etc.), follow the steps below 

1. Acknowledge the urgency: Assure the customer that a member of our concerned team will contact them immediately.

2. Take immediate action:

• If you are a call center agent, contact the customer by phone right away.

• If you are a chat team, escalate the case to the call center immediately.

3. Document the incident: Create a complaint in Freshdesk, include all relevant incident details, and set the priority to “Urgent.”

Regardless of the system-assigned priority, you must update the priority to Urgent for cases like those mentioned above or of similar severity 

Before submitting any complaints, check on Freshdesk if the complaint was already logged.

Complaint Description

Use the following template: 

• Caller: Customer Name

• Ask: Complaint Description

• Resolution: Required action from the concerned team

• Extra: Ride ID, Complaint Reference No,  Any important notes, Customer contacts

Note: The above template should be followed in the same vertical format. 

Customer Contacts

Confirm with the customer their contact information that will be used by the relevant team during the follow-up:

• Ask the customer if they would like to be contacted at the same mobile number and email as in the previous ticket, or if they prefer different contact information. 

Confirmation Question for the Customer: 

• Would you like to be contacted at the same phone number and email address?

Note: If the customer does not respond to the question within 2 minutes, inform him that "You can reach out again if you wish to update your contact details."

In case the customer stated that the issue was previously reported, check for any previous tickets and proceed according to the below: 

1. If the complaint ticket contains feedback, and the ticket status is either open or closed 

• Deliver the feedback from the complaint ticket to the customer. 

• Update the complaint to indicate that the customer contacted us again and that the feedback has been delivered 

• Append the ticket to the existing complaint.

2. If the complaint ticket has no feedback, is within the SLA, and the status is open 

• Update the complaint to indicate that the customer has contacted us again and is waiting for our response.

• Inform the customer that the case is still under investigation, confirm the SLA, and let them know that a member of the concerned team will follow up with them.

• Append the ticket to the existing complaint.  

3. If the complaint ticket has no feedback, and exceeded the SLA, and the status is open 

• Update the complaint to indicate that the customer has contacted us again and is waiting for our response.

• Inform the customer that the case is still under investigation, and let them know that a member of the concerned team will follow up with them.

• SLA is as soon as possible 

• Append the ticket to the existing complaint. 

4. If a complaint ticket includes a comment stating that the customer was not reached, whether within or beyond the SLA and the status remains open, the agent must: 

If the ticket has no resolution:

• Confirm the Customer’s Contact Information:
  Verify the accuracy of the customer’s phone number and/or email.

• Update the Ticket Accordingly:
  The customer confirms they are still waiting for a follow-up,

• The customer provides alternative or preferred contact information (e.g., different phone number, specific time to call, or preferred communication channel).

If the ticket has a resolution:

• Communicate the Resolution with the Customer:
  Clearly share the outcome of the complaint or issue resolution.

• Confirm with the Customer:
  Check whether the customer is still waiting for a follow-up from the concerned team, or if they are satisfied with the outcome.

• Update the Complaint Accordingly:
  Document the interaction and update the ticket based on the customer’s feedback to ensure closure or next steps if needed.

5. If the complaint ticket has feedback and is closed, but the customer claims that no one followed up with them or that the issue is not resolved

•  Raise another complaint and ensure to include the reference number of the original ticket. 

• Ask the customer if they would like to be contacted at the same mobile number and email as in the previous ticket, or if they prefer different contact information. 

6. If there is no complaint with the issue on Freshdesk:

• Clarify the situation with the customer and proceed with logging a new complaint, , while escalating the fact that the previous agent failed to log the complaint as initially promised.