Privacy Policy

Policy Statement
It is Our responsibility to provide excellent service to the public. 
Customer feedback helps us measure whether our services are meeting public needs and 
expectations. It also helps us identify problems that need to be solved. High quality customer 
service depends on customer feedback. While praise is always welcome, constructive criticism is 
truly helpful in the long run.
The purpose of this policy is to establish uniform standards and procedures for responding to 
customer feedback, thus making sure those responses are timely and that issues do not “fall 
through the cracks.” The policy strives to treat every interaction with the public as an opportunity 
to produce a satisfied customer, or at least one who feels that he or she was listened to and 
taken seriously, even if it was not possible to meet his or her request.
Customer feedback comes to the DK PRODUCTS in many ways. This policy outlines a 
procedure for responding to complaints, requests for service and questions that come to the 
DK PRODUCT CENTER through a customer visit, call, letter or email. Departments are 
expected to use similar standards and procedures for the complaints, requests and questions that 
come directly to the department and not through Our Office. 
The policy is not intended to cover:
• Complaints about the performance of specific employees, which are handled by the 
department manager in conjunction with the owner.
• Claims for damages, which are to be filed with the Company Response Standards.
When possible, complaints, questions and requests for service should be resolved in “ 
on the same day they arrive. However, in many instances, referral and follow-up are necessary 
in order to fully understand and resolve the issue. In such instances, the following standards for 
acknowledgement and resolution should be followed
• All complaints, questions and requests for service should be acknowledged within one 
business day. 
• This acknowledgement should note the person to whom the issue has been referred and 
when the customer can expect a response. 
• If the customer feedback is delivered by phone or in person, this acknowledgement should be 
given verbally during the call or visit. 
• If the customer feedback is delivered by e-mail, the acknowledgement should be given by e-mail. 
• If the customer feedback is delivered by postal mail the acknowledgement should be sent via 
telephone, postal mail or e-mail, whichever is appropriate. 
• For written acknowledgements, templates with standard language should be used to 
minimize staff processing time.
Resolution
• A substantive response should be provided within seven business days. 
• This response should include the analysis of the issue and the 
proposed resolution. Clear reasons should be given if it is not possible for us to accommodate the customer’s request.
• If a resolution is not possible within seven business days, the customer should be notified 
and given the date by which they can expect a response.
• The resolution can be communicated to the customer verbally, by e-mail or by postal mail, 
depending on the communication method most appropriate to the situation.