A complaint is any expression of dissatisfaction with Akontec's service, whether or not the person calls it a complaint. If a client says "this keeps happening", that is a complaint and is logged as one.
Where Akontec is at fault, we say so plainly. Hedged non-apologies ("we regret any inconvenience caused") damage a relationship more than the original failure. Where the cause was on the client's side, we describe the cause factually without assigning blame and focus on prevention.
Where fault is genuinely unclear, we say it is under investigation and give a date — we do not guess in either direction.
| Situation | Typical recovery |
|---|---|
| Delivery missed by our fault | Redelivery at no cost, and a revised plan |
| Sustained SLA failure | Service credit per contract, or an agreed remedy |
| Repeated failure on an account | Account review with the Function Head, a written remediation plan, named accountability |
| Serious failure | Director-level involvement, written remediation plan, agreed checkpoint dates |
Service credits are governed by the contract. Discretionary goodwill beyond the contract requires the approval authority set out in 09_Pricing/06_Discounts_And_Commissions.md.
Offer a credit to make a complaint disappear without fixing the cause · ask a client to withdraw a written complaint as a condition of resolution · attribute a failure to a named individual employee in client correspondence · argue with a client in writing about whose fault it was while the problem is still live.
Every complaint is categorised and reviewed monthly. Three complaints in the same category is a process defect, and it goes to the process owner with a fix date — not to more coaching of the same people.
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