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Dispute Management Customer SurveyDear Council Member
The PHSDSBC (Council) is striving towards improving its service delivery to all its stakeholders. You, as an essential and very important stakeholder of the Council, can contribute towards this effort, by taking a few minutes, to rate the dispute management services that you received, from the Council.
The Council appreciates your role and contribution, and its intention is to, not only meet, but exceed your expectations; therefore, please help the Council to better help you.
You are requested to forward this questionnaire to the Office of the General
Secretary, to the e-mail address below:
servicedesk@phsdsbc.org.za
Thank you for your participation in this survey, and the opportunity to serve you better. Your assistance with improving the services and consequently the image of the Council, is highly appreciated. Your submission will be treated with the strictest confidence.
Yours faithfully
__________________
Mr Mpumelelo Sibiya
General Secretary
20 October 2014
Please read the questions below, and mark the relevant option with an X.
NO. QUESTION RATING1. If you called the Council, how many
times did the telephone ring before your
call was answered?
3 rings
More than 3 rings
Less than 3 rings
2. Was your query resolved/were you
given the necessary information?
Yes
No
3. If your query was not resolved during
the initial call, did you receive a follow
up call?
Yes
No
4. Were you satisfied with the manner in
which your query was handled?
Yes
No
5. When did you receive an
acknowledgement letter, indicating that
your referral form had been received?
2 days after submission of the
referral form
Less than 2 days after submission
of the referral form
More than 2 days after submission
of the referral form
6. Did you find any challenges with
completing the referral form?
If Yes, please indicate what were the
challenges that you experienced?
Yes
No
7. Did you have to follow up with the
Council, before your dispute was set
down for conciliation or arbitration?
Yes
No
8. Did you receive a notice of set down
within 14 days before the conciliation?
Yes
No
9. If your dispute was not resolved at
conciliation, and you submitted a
request for arbitration form, when did
you receive the notice of set down for
arbitration?
2 days after submission of the
referral form
Less than 2 days after submission
of the referral form
More than 2 days after submission
of the referral form
NO. QUESTION RATING10. When did you receive the outcome
certificate for conciliation?
If you received it after the day of the
hearing, how many days was it, after the
hearing?
On the day of the hearing
After the day of the hearing
11. After the conclusion of the arbitration
process, when did you receive the
award?
Within 14 days after the conclusion
of the arbitration process
Less than 14 days after the
conclusion of the arbitration process
More than 14 days after the
conclusion of the arbitration process
12. Did you have to follow up with the
Council, before you could receive your
award?
If Yes, how many times did you make
enquiries with the Council?
Yes
No
13. Where you satisfied with the overall
manner in which your dispute was
handled?
If No, please provide suggestions on
how the Council can improve the
management of disputes.
Yes
No
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