Show Menu
Cheatography

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.

Introd­uction

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