Customer Claims Management Procedure – G2P Africa

1. Purpose

This procedure defines the process for receiving, handling, and resolving customer claims within G2P Africa, in collaboration with the NGO Concept, an independent partner responsible for overseeing the fairness and transparency of the process.

2. Scope

This procedure applies to all claims related to training, consulting, technical support, or administrative services offered by G2P Africa.

3. Commitments

G2P Africa commits to:

  • Handling each claim with impartiality, confidentiality, and efficiency.
  • Ensuring a processing time between 7 and 14 business days depending on the complexity of the case.
  • Involving the NGO Concept for complex claims or disputes to ensure neutral and independent mediation.

4. Roles and Responsibilities

Stakeholder Role
Customer Service (G2P Africa) Reception, recording, and first-level handling of claims.
Mr. Boubacar SOW
(Quality Manager, former ISO focal point at an international firm for 7 years)		 Investigation, solution proposal, and follow-up.
NGO Concept Independent mediation in case of disputes or unresolved internal claims.
Management (G2P Africa) Approval of corrective actions and continuous improvement.

5. Claims Management Process

Step 1: Claim Reception

Reception channels:

Action: Register claim in the claims log (date, type, client, description).

Deadline: Acknowledgment within 24 hours.

Step 2: Analysis and investigation

Responsible: Customer Service and Mr. Boubacar SOW.

Actions:

  • Verification of facts (documents, communications, evidence).
  • Contact client for clarifications if necessary.

Deadline: Maximum 48 hours after reception.

Step 3: Solution proposal

Responsible: Mr. Boubacar SOW.

Actions:

  • Development of a solution (refund, correction, additional training, etc.).
  • Submission of the solution to the client for validation.

Deadline: Between 7 and 14 business days after the investigation.

Step 4: Resolution and Closure

If the client accepts the solution:

  • Immediate implementation.
  • Sending a closure email with a satisfaction survey.

If the client rejects the solution:

  • Forwarding the case to the NGO Concept for independent mediation.
  • The NGO issues an opinion within 5 business days, obliging G2P Africa to apply its recommendation.

Step 5: Archiving and Continuous Improvement

Action:

  • Archiving the complaint and its resolution.
  • Monthly review of complaints to identify improvement actions.

6. Role of the NGO Concept

The NGO Concept acts as a neutral third party to:

  • Assess the fairness of the proposed solution.
  • Propose an alternative resolution if necessary.
  • Ensure compliance with G2P Africa’s commitments.

An annual report of complaints handled by the NGO is published (anonymized) on the G2P Africa website.

7. Confidentiality

All complaints are handled in a confidential manner. Personal data is protected in accordance with current regulations.

8. Contact

For any questions about this procedure:

Document approved by:
Mr. Boubacar SOW
Quality Manager – G2P Africa