PQRS
Requests, Complaints, Claims and Suggestions
Request
It is the request of any type made by clients or the community, which may involve requiring information, formulating queries, to obtain a prompt resolution thereof.
Complaint
It is the manifestation of dissatisfaction that generally has no relation to the
products or services
delivered by the organization.
Claim
A complaint is the manifestation of dissatisfaction directly linked
to the products or services provided by the organization.
Suggestion
Advice or proposal formulated by a client to improve services.