Complaints Policy
How to raise a complaint about MCH Publications and how it is acknowledged, investigated and answered.
This policy explains how to raise a complaint about MCH Publications and how MCH handles it. It forms part of the MCH Publications policy framework.
How to submit a complaint
Complaints may be submitted in writing to support@mchadvisoryservices.com.
Complaints process
- Submission — the complaint is received through the complaints channel, support@mchadvisoryservices.com.
- Acknowledgement — MCH acknowledges receipt of the complaint.
- Investigation — MCH investigates the complaint.
- Additional information — where necessary, MCH asks the complainant for additional information.
- Written outcome — MCH provides a written outcome.
- Escalation — the written outcome names the escalation route available to a complainant who is not satisfied with it.
Timing
Complaint records
MCH records, for each complaint:
- date received
- complainant
- category
- affected product
- owner
- actions
- outcome
- closure date
Personal information in complaint records is handled under the Privacy & POPIA Policy.
Other routes
Billing, cancellation and refund matters are handled by support@mchadvisoryservices.com under the Cancellation & Refund Policy. Suspected errors in research or data may be reported to research@mchadvisoryservices.com under the Research Corrections & Amendments Policy. Privacy concerns may be raised with the Information Officer at contact@mchadvisoryservices.com under the Privacy & POPIA Policy.
Questions about this policy: support@mchadvisoryservices.com. All policies: MCH Publications legal.