Complaint handling process classification

Hi all,
We are in the process of classifying our processes and there was a long debate about the complaint handling process whether it is key process , give the customer what they want, or support process.

Any opinions please

 

IMHO support processes will include:

• human resource management (hiring, payroll, appraisal);
• competency development (skills and knowledge enhancement);
• infrastructure management (provision and maintenance);
• documentation control (review, approval, dissemination, retention, storage, disposal);
• financial management (budget preparation, disbursements, collection);
• workplace organization (implementation of 5S, anti-discrimination, stress reduction);
• control of monitoring/measuring resources (calibration, traceability);
• communication management (meetings, memoranda);
• knowledge management (quality/safety alerts;
• property and supplies management (inventory, receiving, issuance);
• purchasing (requisitions, ordering)
• material management (inspection, storage.)

The complaint handling process has direct interaction with the customer and usually considered as part of the core or key or operational process.