The GOST R ISO 10002-2020 standard "Quality management. Customer satisfaction. Guidelines for complaints handling in organizations", adopted on April 4, 2021, defines the concept of a complaint as follows:
A complaint is an expression of dissatisfaction:
products;
work of the organization;
directly by the complaints management process in situations where an answer or decision is expected, explicitly or implicitly.
In the event that one company austria email list makes a claim against another, it is important that the business partner has actually violated something: a contract, agreement, delivery terms, rules, regulations or law. Then your claim will be justified, since you demand compliance with the violated obligations.
This is extremely important. When preparing a document, it is necessary to clearly define which rights were violated, which clause of the agreement was not observed, which condition was violated. Otherwise, your claim (complaint) loses its meaning.
How to prepare a letter of complaint
Source: shutterstock.com
Another helpful tip: write the letter immediately after the breach of obligations is recorded. This is important for several reasons:
If the guilty party admits their guilt and is willing to correct the situation, there is a very high probability of resolving the problem with minimal losses.
If guilt is denied, the dispute may drag on and escalate into litigation, so the sooner you start it, the better.
Before drafting your letter, make sure you have all the necessary factual information and documentation. This could be a contract or agreement with the offending party, court orders requiring you to take appropriate measures, etc. Prepare copies of all these documents and attach them to the main letter. If you need to refer to articles of regulatory legal acts, prepare all the necessary references in advance.
Even if you are overwhelmed by strong emotions at the moment of writing, it is important to maintain a businesslike, concise and neutral style of text. It is necessary to avoid rudeness and threats. Perhaps your problem is the result of a misunderstanding, and your partner will be ready to make concessions. In such a situation, it is important to maintain polite communication in order to maintain a good relationship.
At the beginning and end of the text of the complaint, polite formulations are especially important, which create an atmosphere of constructive dialogue.