Our aim, as a professional private Parking Enforcement industry provider, is to be fully committed to providing a quality service for our customers and shareholders and to continually improve our service by:
- Listening to our shareholder’s views and opinions
- Listening and responding to the views and opinions of our employees, customers and shareholders; and by:
- Responding to all complaints and suggestions in a timely and positive manner; and by putting any identified mistakes right; through appropriate corrective and preventive actions that will prevent any future recurrence.
We at OPC LTD are committed to effective and efficient handling of all complaints received by us (from any source) related to the services that we provide; and in doing so we aim to comply with the guiding principles of ISO 10002:2015; which are:
- Accessibility – our complaints management system will be accessible to all stakeholders.
- Responsiveness – All complaints will be promptly acknowledged and all complainants will be kept informed about the outcome of their complaint
- Objectivity – Each complainant’s input will be dealt with equitably, objectively and in an unbiased way
- Charges (fees) – access to the complaints handling system being free from any charges or fees
- Confidentiality – Personally identifiable information will always be treated in the strictest of confidence and protected from any exposure to non authorised personnel
- Customer-focused approach – all complaints will be handled with the best interests of the customer at heart
- Accountability – lines of accountability for the prompt investigation and satisfactory closure of all received complaints will be identified within our processes
- Continual Improvement – our permanent objective is to bring about continual improvements to all our processes; including the complaints process itself
OPC Ltd aim to ensure that:
- Making a complaint is as easy as possible
- We deal with it politely, promptly and confidentially
- We respond in the right way with an explanation or an apology where we have got things wrong or the action taken to resolve the problem.
- We learn from complaints, use them to improve our service and review our systems bi-annually.
OPC Ltd responsibility will be to:
- Acknowledge the complaint in writing, preferably via email.
- Respond within a stated period of time (usually within 24 hours).
- Deal reasonably and sensitively with the complaint.
- Take action where appropriate.
A complainant’s responsibility is to bring their concern to the attention of OPC Ltd as soon as possible but, normally within 7 days of said incident. They should:
- Raise concerns promptly and directly with the company via telephone or email.
- Explain the problem as clearly and as fully as possible, including any action taken to date.
- Allow OPC Ltd a reasonable amount of time to deal with the issue arising.
- Recognise that in some instances circumstances may be beyond OPC Ltd control.
Except in exceptional circumstances, every attempt will be made to ensure that the complainant and OPC Ltd maintain confidentiality