Provides guidance on complaint handling within an organization, including the planning, design, operation, maintenance and improvement of a complaint handling system.
Table of contents
Header
About this publication
Preface
Foreword
1 Scope
2 Application
3 Referenced documents
4 Definitions
5 Guiding principles
5.1 Enabling complaints
5.1.1 People focus
5.1.2 Ensuring no detriment to complainant
5.1.3 Visibility and transparency
5.1.4 Accessibility
5.1.5 No charges
5.2 Managing complaints
5.2.1 Responsiveness
5.2.2 Objectivity and fairness
5.2.3 Equity
5.2.4 Privacy and disclosure
5.2.5 Communication
5.3 Managing the parties
5.3.1 Conduct of parties
5.3.2 Work health and safety
5.3.3 Complaint involving multiple parties
5.3.4 Empowerment of staff
5.4 Accountability, learning and prevention
5.4.1 Accountability
5.4.2 Continuous improvement
5.4.3 Prevention of ongoing disputes
6 Complaint-management framework
6.1 Introduction
6.2 Commitment
6.3 Policy and procedures
6.4 Responsibility and authority
6.4.1 General
6.4.2 Chief executive
6.4.3 Manager responsible for complaint management
6.4.4 Operational managers
6.4.5 Staff handling complaints
6.5 Staff awareness
7 Planning and design
7.1 System
7.2 Review process
7.3 Procedures
7.4 Resources
7.5 Integration with public relations/media activities
7.6 Training
8 Operation of the complaint management system
8.1 Communication
8.2 Providing support in the making of a complaint
8.3 Early resolution
8.4 Receipt of complaint
8.5 Tracking of complaint
8.6 Acknowledgement of complaint
8.7 Managing the complaint
8.7.1 Initial assessment of complaint
8.7.2 Considering the complaint
8.7.3 Addressing the complaint
8.7.4 Communicating with the complainant
8.8 Closing the complaint, review and record keeping
8.9 Monitoring implementation of recommendations/remedies
9 Maintenance and improvement
9.1 Collection of information
9.2 Analysis and evaluation of complaints
9.3 Satisfaction with the complaint management system
9.4 Monitoring the complaint management system
9.5 Auditing of the complaint management system
9.6 Management review of the complaint management system
9.6.1 Purpose of review
9.6.2 Inputs to review
9.6.3 Outputs of review
9.7 Continual improvement
Appendix A
A1 General
A2 Welcome complaints
A3 Clear process
A4 Staff awareness
A5 Lowest level resolution
A6 Acknowledge receipt of all complaints
A7 Assess the complaint
A8 Manage expectations
A9 Inform the complainant about the outcome of their complaint
A10 Record keeping
A11 Review complaint data
Appendix B
B1 General
B2 Making the complaint management process accessible and usable
B3 Flexible methods for making and management complaints
Appendix C
C1 General
C2 Step one: Pre-collection activities
C3 Step two: Collection
C3.1 General
C3.2 Quantitative data
C3.3 Qualitative data
C4 Step three: Analysis
C5 Step four: Findings and reports
Appendix D
D1 Principles of objectivity
D2 Objectivity for staff
D3 Separating complaint management procedures from disciplinary procedures
D4 Confidentiality
D5 Objectivity monitoring
Appendix E
E1 General
E2 Examples of unreasonable complainant conduct
E3 Key principles for dealing with unacceptable complainant conduct
Appendix F
F1 General
F2 Skills, attributes and authority
F3 Responsibilities of complaint management personnel
F4 Responsibilities of complaint handling management
