Complaint Management Policy 

A. Potamitis Medicare Ltd is dedicated to providing excellent, efficient Customer service and maintaining a healthy Customer relationship at all levels. Our Complaints Management Policy ensures that all complaints are handled as efficiently and effectively as possible in accordance with the ethical and legislative requirements and with respect to our contractual agreements.

The purpose of this policy is to:

• provide an avenue for customer communication and feedback;
• recognize, promote and protect the customer’s rights, including the right to comment and provide feedback on products and services;
• provide an efficient, fair and accessible framework for resolving customer complaints and monitoring feedback to improve products and service delivery;
• inform customers on the customer feedback handling processes; and
• provide our personnel with information about the customer feedback process.

This policy concerns any complaint made in person, by phone, fax, e-mail, social media sites or in writing directly by the complainant or by a third party acting as the complainant representative (intermediary, legal representative or regulatory body). A complaint is any expression of dissatisfaction made to an organization, which relates to its products or services, or the complaints-handling process itself, where a response or resolution is explicitly or implicitly expected.

As part of our Customer focused approach, it is our policy to ensure that all complaints are:

• promptly escalated to the Relevant Manager/Director,
• promptly transmitted to the business partners we represent in Cyprus (if applicable)
• managed properly and timely so that all issues are resolved as quickly as possible.

As one of our Customers, you are entitled to make a complaint to us and we want to resolve your complaint as soon as possible. At the same time you have the right to enquire us for the status of your complaint by contacting our appropriate employee or our Sales Director.

Our Responsibilities are to:

• provide an efficient, fair and structured mechanism for handling complaints,
• provide you with access to the complaints management process,
• keep you informed of the progress of a complaint and the expected timeframe for resolution.

For effective handling of the complaints we just apply the guiding principles set out in ISO 10002.

Principle

Company’s Action

Visibility

Our Complaints Management Policy is available on the Company’s Website and also internally.

Accessibility

Our Complaints Management Policy is readily accessible to all our customers, suppliers, Business Partners and employees. The Policy is easy to understand and includes details on making and resolving complaints. We will:

• provide complaint mechanisms which are customer friendly and flexible in order to meet all customers needs and expectations,
• seek feedback and suggestions in order to build knowledge and improve services proactively,
• welcome complaints from customers who are dissatisfied with our products, decisions, actions or services.

Responsiveness

We will:

• acknowledge and resolve complaints promptly,
• address complaints in accordance with their urgency,
• inform complainants of the progress of their complaint,
• assess and resolve each complaint as quickly as possible,
• resolve complaints at the local level wherever possible.

Objectivity

Each complaint is addressed in an equitable, objective, professional and unbiased manner through the complaints management process. We will:

• operate from the view that a person who makes a complaint is entitled to a review of the issues raised and a considered response,
• investigate complaints about our employees impartially and independently, and provide them with an opportunity to respond to the complaint,
• encourage our employees about whom complaints have been made to learn from the complaints management process and to develop a better understanding of the perspective of the person making the complaint.

Charges

Access to the complaints management process is free of charge.

Confidentiality

Personally identifiable information concerning the complainant is actively protected from disclosure unless the complainant expressly consents to its disclosure.

Customer-focused approach

All our employees and Business Partners, including the members of the Board, and the executive team are committed to efficient and fair resolution of complaints. We actively solicit feedback from our Customers on a regular basis and acknowledge a customer’s right to complain.

Accountability

All our employees and Business Partners accept responsibility for effective management of the complaints. Our Company ensures that, where appropriate, issues raised in the complaints handling process are reflected in the employee performance evaluation.

Continual improvement

We will use the customer feedback to improve our processes and services continually. Our complaints management process will be reviewed periodically and at least annually, in order to enhance its efficient delivery of effective outcomes.

To make a complaint, you may contact any employee or the Sales Director at:

62, Arch. Kyprianou Avenue, 2059 Strovolos

P. O. Box 21187, 1503 Nicosia

CYPRUS

Tel: + 357 22 583 333, Fax: + 357 22 420404, E-mail  info@potamitismedicare.com

We can assure you that we will do our best to fix any problems you may have with our products/services, as soon as possible.

Once we have reviewed your complaint about our services, we will provide you properly and timely with a response. If you are not satisfied with our response, you have the right to ask for reconsideration of the response by our Sales Director.

As part of our Complaints Management Policy, any issue that results in customer dissatisfaction is thoroughly investigated to ensure that our customer service standards are preserved.