Customer Affairs / Handling complaints
Ethical Charter and Customer Complaint Handling Policy

Ethical Charter and Customer Complaint Handling Policy

Our Mission:

Collection, processing, and storage of newborn umbilical cord blood stem cells.

Our Vision:

To achieve an agile, pioneering, and distinguished organization, customer-centric and reputable in the field of stem cell preservation and storage, with membership in the global bank – maintaining the first rank among active companies in this field in Iran and the Middle East, establishing a transplant center in cooperation with the company.

Our Values:

Honesty, trust, order and discipline in work, commitment to obligations, kindness to stakeholders, upholding human dignity, innovation and dynamism, presentable appearance of employees and teamwork environment, and dynamic participatory responsibility.

Our Goals:

Enhancing customer satisfaction, improving service quality.

Actions to Achieve Vision, Values, and Goals:

Adhering to the principle of politeness and humility in dealing with clients and respecting them
Transparency in informing customers and responding quickly to them
Adhering to the recommendations of the ISO 10002:2014 guidelines for handling complaints and observing the rules and regulations stipulated in ISO 10001:2007 regarding ethical conduct with customers
Performing tasks accurately, quickly, and correctly, and preventing infringement of customers' rights and time
Prioritizing customers and motivating and appreciating employees to enhance customer satisfaction and delight
Updating human resources' information and training them on how to interact and establish friendly relationships with clients
Establishing a documented written and automated system for collecting and resolving complaints
Providing clear guidelines to customers for lodging complaints, criticisms, and suggestions
Realism and fair and impartial handling of complaints and avoiding biased treatment of customers in connection with received complaints
Monitoring and measuring customer satisfaction levels and taking corrective and preventive actions to increase system effectiveness
Maintaining the confidentiality of customer information
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  • Complaints handling form

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