organisation receives complaints. An effective system creates
an ‘effective’ environment for complaint management.
If used well, the benefits of developing a complaint management system
within an organisation will:
create confidence in
the public’s dealing with an organisation
ensure expressions of
dissatisfaction (a complaint) are caught early while the ‘golden hour’
for resolution still exists
provide a positive
focus for all organisations where complaints can be used to improve
create a cultural ethos
to engage and develop the ability of staff to handle complaints.
risk is a major factor for every organisation. Having an effective
complaint management system will protect your reputation. Not every
complaint will have a happy ending for an organisation. However, the
implementation of a complaint management system, which is pro-active
and people-focussed, will minimise that risk. The old adage ‘a
complaint is a gift’ is probably now overworked, but a complaint is an
opportunity to learn and identify quality improvements. A complaint
management system has to be open, accessible and effective. The
commitment must begin with the chief executive and senior management to
guidance does the new Australia/New Zealand Standard for complaint
management in organisations — Guidelines
for complaint management in organisations (AS/NZS
10002:2014) provide for organisations?
great starting point is the definitions, including of the term
new definition of ‘complaint’ — an expression of dissatisfaction made
to or about an organisation, brings in expressions of dissatisfaction
made through social media. There are guiding principles about enabling
and managing complaints. The complaint management framework sets out
policy and procedures and importantly the responsibility and authority
of those in the organisation. The planning and design section provides
for a review process, identifies the resource requirements, training
and integration with media activities.
of the complaint management system focuses on communication, in plain
English, early resolution, managing the complaint, records, closing the
complaint and monitoring implementation of recommendations or remedies.
Maintenance and improvement ensures processes are put in place to
monitor, review and look at ways of continuing innovation and
improvement in the complaint management system.
include specific guidance for small organisations, accessibility,
handling unreasonable conduct by complainants, and the role of
information in reducing complaints. Dispute prevention, effective
apologies, remaining objective, and options for redress are some of the
other topics covered.
Standard was developed with the assistance of representatives from
14 Australian and New Zealand organisations,
including parliamentary and industry Ombudsman schemes, and
through public consultation.
clicks' further down for info on how you can get a copy of the new