External Communications

EXTERNAL COMMUNICATIONS

  1. Objectives of the Policy

APRT seeks to maintain and enhance our reputation of providing you with high-quality food products and services. We value complaints as they assist us in improving our food products, services, and customer service.

This policy has been designed to guide both our customers and team on how APRT receives and manages your complaint. We are committed to being consistent, fair, and impartial when handling your complaint.

The objective of this policy is to ensure:

  • You are aware of our complaint lodgment and handling processes
  • Both you and our team understand our complaints handling process
  • Your complaint is investigated impartially with a balanced view of all information or evidence
  • We take reasonable steps to [actively] protect your personal information
  • Your complaint is considered on its merits, taking into account individual circumstances and needs.
  1. Definition of a Complaint

In this policy, a complaint means an expression of dissatisfaction by a customer relating to the food products, service provided by us, or the standards of our facilities.

  1. How a Complaint Can Be Made

If you are dissatisfied with a food product or service provided by us, you should, in the first instance, consider speaking directly with the team member(s) you have been dealing with.

If you are uncomfortable with this or consider the relevant team member is unable to address your concerns, you can lodge a complaint with us in one of the following ways:

If we receive your complaint verbally and consider it appropriate, we may ask you to put your complaint in writing.

  1. The Information You Will Need to Provide

When we investigate your complaint, we will be relying on information provided by you and information we may already be holding.

We may need to contact you to clarify details or request additional information where necessary. To help us investigate your complaint quickly and efficiently, we will ask you for the following details:

  1. Your name and contact details
  2. If you are a Member of our Membership Program – your Membership Number
  3. The nature of the complaint (food product, service standards, ambiance, etc.)
  4. Details of any steps you have already taken to resolve the complaint
  5. Details of conversations you may have had with us (our team) that may be relevant to your complaint:
    • The name of the person you may have initially spoken to (in the restaurant)
  6. Copies of any documentation (receipts and photographs) that supports your complaint.

 

  1. Help When Making a Complaint

The person receiving or managing your complaint should provide you with any assistance you may need to make your complaint. However, if you consider you need further assistance, please contact: Ruby at info@rubytuesday.com.hk

  1. Recording Complaints

When taking a complaint, we will record your name and contact details. We will also record all elements of your complaint, including the facts and the cause(s) of your complaint, the outcome, and any actions taken following the investigation of your complaint.

We will also record all dates and times relating to actions taken to resolve the complaint and communications between us.

As part of our ongoing improvement plan, complaints will be monitored for any identifying trends by management, and rectification/remedial action will be taken to mitigate any identified issues.

If you lodge a complaint, we will record your personal information solely to address your complaint. Unless you expressly consent to its disclosure, your personal details will actively be protected from disclosure.

Where a third-party supplier, such as a food or beverage manufacturer, was involved in producing your food product, we may be required to speak with them to thoroughly investigate your complaint.

  1. Feedback to Customers / Guests

APRT is committed to resolving your issues at the first point of contact; however, this will not be possible in all circumstances, in which case a more formal complaints process will be followed.

We will acknowledge receipt of your complaint within three (3) business days. Once your complaint has been received, we will undertake an initial review of your complaint.

During the initial review or investigation of your complaint, there may be circumstances where we may need to clarify certain aspects of your complaint or request additional documentation from you.

In such circumstances, we will explain the purpose of seeking clarification or additional documentation and provide you with feedback on the status of your complaint at that time.

We are committed to resolving your complaint within ten (10) business days of you lodging your complaint; however, this may not always be possible on every occasion. Where we have been unable to resolve your complaint within ten (10) business days, we will inform you of the reason for the delay and specify a date when we will be in a position to finalize your complaint.

During the initial review or investigation stage, we may need to seek further clarification or documentation from you to assist us in resolving your complaint.

Suppose we have sought clarification or additional documentation from you and we are waiting on you to provide this information. In that case, we may not be able to meet our 10-business day finalization commitment.

In such circumstances, upon receipt of your clarification or additional documentation, we will indicate to you when we expect to finalize your complaint.

Once we have finalized your complaint, we will advise you of our findings and any action we have taken. We will do this in writing unless it has been mutually agreed that we can provide it to you verbally.

You have the right to make inquiries about the current status of your complaint at any time by contacting us.

  1. Our Six Point Complaint Process

 

  1. We Acknowledge:
    • Within three (3) business days of receiving your complaint, we will acknowledge receipt of your complaint.
  1. We Review:
    • We undertake an initial review of your complaint and determine what if any, additional information or documentation may be required to complete an investigation:
      • We may need to contact you to clarify details or request additional information where necessary.
  1. We Investigate:
    • Within ten (10) business days of receiving your complaint, we will investigate your complaint objectively and impartially by considering the information you have provided us, our actions concerning your dealings with us, and any other information which may be available that could assist us in investigating your complaint.
  1. We Respond:
    • Following our investigation, we will notify you of our findings and any actions we may have taken regarding your complaint.
  1. We Take Action:
    • Where appropriate, we will amend our business practices or policies.
  1. We Record:
    • We will record your complaint to help with our continuous operational improvement process and monitor products/services/personnel for any future non-compliance:
      • Your personal information will be recorded in accordance with relevant privacy legislation.

 

  1. When You Complain About One of Our Team / Employees

If you complain about a team member, we will treat your complaint confidentially, impartially, and equally (giving equal treatment to all people).

We will investigate your complaint thoroughly by finding out the relevant facts, speaking with the appropriate people, and verifying explanations where possible. We will also treat our team members objectively by:

  • Informing them of any complaint about their performance
  • Providing them with an opportunity to explain the circumstances
  • Providing them with appropriate support
  • Updating them on the complaint investigation and the result
  • Rectifying any issues and correcting any action that doesn’t represent our CORE Values or our Mission: Quality, PASSION, Pride.
  1. Complaints Under Investigation by a Regulator or Law Enforcement Agency

If your complaint is currently being investigated by a consumer protection regulator, such as the HK Consumer Council or a law enforcement agency, we may cease to take further action in relation to your complaint pending finalization of their investigation.

We will assist any agency with their investigations.

  1. Our Complaint Escalation Process

Where possible, we will attempt to resolve your complaint at the first point of contact.

If we are unable to resolve your complaint at the first point of contact, we [the Customer Service Department] will investigate your complaint with the Operations Manager and provide you with our findings.

If you are NOT satisfied with how your complaint has been handled, or the resolution provided by us, you can request us to escalate your complaint to the Executive Director Operations.

The Executive Director Operations approach will be to attempt to resolve your complaint through consultation by working with both you and us to determine the relevant facts and establish a common ground.

Further to the above, the Managing Director will review all of the complaints we receive regularly, and will ultimately decide what, if any refund, or reparation might be provided.

Escalation Process:

1st TIER

First Contact Resolution

a. Our team is empowered to resolve complaints, wherever possible, at first contact.

 

b. If you are not satisfied, you can ask to speak to the manager on duty (MOD), who will do their best to provide a resolution.

 

2nd TIER

Investigation

a. If you are not satisfied with our first contact response, you can request us (the MOD) to escalate your complaint or contact us (Customer Service) directly.

 

b. We will then investigate your complaint, consider all the relevant circumstances and information surrounding the complaint and inform you of our findings.

 

3rd TIER

Senior Management Review

a. If you indicate you are not satisfied with the outcome of our investigation, we will (at your request) refer your complaint to our Executive Director of Operations for review.

 

b. The Executive Director of Operations will then attempt to resolve the matter through consultation by working with you and us to resolve your complaint.