PHRS strives to offer high quality services, meeting and exceeding clients expectations.
It remains however a remote possibility that a client may feel the need to file a complaint / appeal, about a matter which is the responsibility of PHRS.
To facilitate such a complaint / appeal process covering the proper filing, fair investigation and justified response within specified timeframes for a complaint / appeal, PHRS has established, maintains and implements a Complaints & Appeals Procedure.
The PHRS Complaints & Appeals Procedure guarantees that any filed complaint / appeal will be received in an appropriate form, accompanied by any supporting evidence client considers necessary to back their claim. The investigation of a complaint/ appeal will commence once client confirms / declares in writing that the filed claim’s form and supporting documentation is considered complete and sufficiently justified.
The procedure further guarantees a fair investigation of any complaint / appeal and a detailed justified response to it in writing, within a specific timeframe.
A complaint / appeal can be filed using one of below methods:
1. online, via the relevant electronic complaint / appeal form on our website, which also provides ability to submit attachments
2. via email, to firstname.lastname@example.org, in free format and by attaching any supporting documentation deemed necessary
3. verbally, via telephone / online call, in which case appointed responsible personnel (non-related to the specific case to be investigated) will register your complaint / appeal, advise you on any necessary supporting documents and guide you through the process
Irrespective of the method a client choses to file a complaint / appeal, it is highly recommended to refer to the below Complaints & Appeals Procedure, which provides guidance on how to file a complaint / appeal, as well as details of how a claim is investigated fairly, and the timeframe for the written response to it from PHRS.