The Issues Management process ensures the escalation of Service issues or concerns of an operational nature to the service providers.
The issues raised are collated and analyzed by the respective departments within each provider. Consumer consultation will be integral part of this process. The designated focal point within each center will liaise with the Business Relationship Manager in each of the Directorates to manage the process. Once issues are analyzed, appropriate action plans will be developed with target dates assigned. The issues will tracked through to resolution and customers updated through the process.