นี่คือร่างคำแปลนโยบายการจัดการข้อร้องเรียนของลูกค้าเป็นภาษาอังกฤษ โดยใช้ชื่อบริษัท Sripinong Truck Co., Ltd. เพื่อให้สอดคล้องกับเอกสารก่อนหน้านี้ครับ

Announcement of Sripinong Truck Co., Ltd.

No. 2/2025

Subject: Customer Complaint Management Policy

In accordance with the resolution of the Board of Directors at Meeting No. 5 in April 2025, the Company hereby issues the Customer Complaint Management Policy to serve as a fundamental principle and guideline as follows:

1. Objectives

This policy is established to define guidelines and standards for receiving, investigating, responding to, and resolving customer complaints systematically, transparently, fairly, and in a timely manner, with the following goals:

• To build customer satisfaction and confidence.

• To utilize complaints as an opportunity to improve the quality of products and services.

• To reduce the recurrence of similar complaints.

2. Scope of Application

This policy covers:

• All types of customers (individual and corporate).

• All products and services offered by the company.

• All employees involved in sales, customer service, and related support functions.

3. Definitions

• Complaint: Any statement, incident, or allegation expressed by a customer indicating dissatisfaction with the company’s products, services, or operations through any channel.

• Complainant: A customer or stakeholder who submits a complaint to the company.

4. Operating Principles

• Easy Access: Customers can file complaints through multiple channels, such as telephone, email, online forms, storefronts, or official social media channels.

• Fairness and Transparency: Every complaint will be considered objectively, with facts verified by all relevant parties.

• Responsiveness and Timeliness: The company will acknowledge complaints and implement resolutions within clearly defined timeframes.

• Confidentiality: Complainant information will be kept confidential and used solely for investigation purposes.

• Focus on Improvement: Complaint data will be analyzed for root causes to establish preventive measures against recurrence.

5. Complaint Channels

Customers may submit complaints through the following channels:

• Customer Service Center: Tel. 084-8888-901 (Daily, 09:00 – 18:00)

• Email: info@4pinongs.com

• Website: Online complaint form at www.4pinongs.com

• In-Person: Suggestion/Complaint forms at branches or storefronts.

• Suggestion Boxes: Located within service areas.

• Social Media: Direct Message (Inbox) via Facebook Page / Line OA / @4pinongs.

6. Complaint Handling Procedures

6.1 Receiving the Complaint

Receiving staff must:

• Listen politely.

• Demonstrate understanding and empathy regarding the customer’s inconvenience.

• Record full details in the system or complaint form, including:

  • Date and time received.

  • Customer’s name and contact information.

  • Details of the incident or problem.

  • Supporting evidence (receipts, photos, videos, etc., if any).

6.2 Acknowledgment

• The company will confirm receipt of the complaint to the customer within 1 working day.

• If a lengthy investigation is required, the customer must be informed of the estimated timeframe.

6.3 Investigation and Consideration

• Forward the matter to the relevant department for fact-finding within 2 working days of receipt.

• The relevant department must:

  • Verify data, documents, and evidence.

  • Interview employees or involved parties (if necessary).

  • Propose solutions and preventive measures.

• Severe complaints or those risking reputation/legal action must be escalated to designated executives for special consideration.

6.4 Resolution and Response

• The company will implement resolutions and notify the customer of the outcome within 7–15 working days.

• Remediation may include (case-by-case):

  • Factual explanations and clarifications.

  • Repair or replacement of products.

  • Refunds or value compensation.

  • Discounts or other special privileges.

• Once the customer accepts the resolution, the result shall be recorded, and the case will be closed.

7. Data Recording and Storage

Every complaint must be recorded in the company’s complaint register/system, including:

• Complaint reference number.

• Complainant name.

• Date received.

• Problem details.

• Action taken.

• Date of closure.

• Relevant documents must be stored systematically for audit purposes.

8. Monitoring and Improvement

Relevant units must review complaint statistics at least every quarter to:

• Analyze root causes.

• Identify recurring issues.

• Propose process improvements.

• Summary reports and improvement plans must be presented to management for policy and quality development.

9. Roles and Responsibilities

• All Employees: Responsible for listening and facilitating customers when a complaint arises.

• Customer Service/Call Center: Receive, record, and coordinate with relevant departments.

• Department Heads: Investigate facts and determine corrective/preventive actions.

• Management: Establish policies and provide resources for effective complaint management.

10. Policy Review

This policy shall be reviewed at least once a year, or upon changes in organizational structure, relevant laws, or if existing processes are found inadequate.