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Principles of Effective Complaint Handling Cheat Sheet (DRAFT) by [deleted]

Principles of effective complaint handling

This is a draft cheat sheet. It is a work in progress and is not finished yet.


The key features of an effective complaint handling system can be organised according to 10 principles for good practice. These principles form the three stages of complaint handling:
Enables complaints to be made - a customer focused system, that is visible and access­ible, with a demons­trated commitment from the organi­sat­ion’s manage­ment;
Responds promptly and effect­ively to complaints - complaints are handled object­ively and fairly with approp­riate confid­ent­iality, remedies are provided where complaints are upheld and there is a system for review for finalised compla­ints; and
Provides for accoun­tab­ility and learning - there are clearly establ­ished accoun­tab­ilities for complaint handling and continuous improv­ement opport­unities are identified and implement ed, as approp­riate

The principles of effective complaint handling

1. Customer focus – the organi­sation is committed to effective complaints handling and values feedback through compla­ints.
2. Visibility – inform­ation about how and where to complain is well publicised to customers, staff and other interested parties.
3. Access­ibility – the process for making a complaint and invest­igating it is easy for compla­inants to access and unders­tand.
4. Respon­siv­eness– complaints are acknow­ledged promptly, addressed according to urgency, and the compla­inant is kept informed throughout the process.
5. Object­ivity and fairness – complaints are dealt with in an equitable, objective and unbiased manner. This will help ensure that the complaint handling process is fair and reason­able. Unreas­onable compla­inants are not allowed to become a burden.
6. Confid­ent­iality – personal inform­ation related to complaints is kept confid­ential.
7. Remedy – if a complaint is upheld, the organi­sation provides a remedy.
8. Review – there are opport­unities for internal and external review and/or appeal about the organi­sat­ion’s response to the complaint, and compla­inants are informed about these avenues.
9. Accoun­tab­ility – accoun­tab­ilities for complaint handling are clearly establ­ished, and complaints and responses to them are monitored and reported to management and other stakeh­olders.
10. Continuous Improv­ement – complaints are a source of improv­ement for organi­sat­ions.

The Principles of Effective Complaint Handling