Feedback on complaints

FIRA’s HST department (Home Service Technicians) aims to resolve consumer complaints as quickly and as cost-effectively as possible. However, a longer-term goal is to keep its clients fully apprised of the status of each situation and to ultimately reduce the number of complaints.

Traditional delays in the transfer of information (by phone, fax, e-mail and letter) no longer exist thanks to the development of an innovative, interactive website. The website enables clients to refer complaints, monitor their progress and pick up completed reports (including photographs), 24 hours a day. Distribution of information to many parties is no longer an issue, because the onus is on collection by registered users.

The client controls website user access giving full control over confidentially and security. For example, a retailer could give their suppliers access to real time updated information on complaints only associated with their products. This can be extremely useful for overseas suppliers where there may be communication challenges.

• Reliable and secure referral method
• Guaranteed confidentiality
• Two way communication
• Digital photos included in reports
• Real time feedback throughout the process to all parties
• 24 hour access
• Records kept indefinitely for historic reference
• No investment in software required, infrastructure is provided by FIRA

As HST constantly strives to find new initiatives to improve its service, the intention is to provide statistics via the site, which will allow detailed analysis on the faults related to specific products. This will further assist clients to pin point any recurring problems and help reduce the volume of complaints in the long term.

Contact: Emma Delea
E-mail

Links

• The Furniture Ombudsman info
• HST info
• Look for more information