The system maintains the integrity of the profession. Complaints should not be viewed negatively. They should be welcomed and not discouraged. Without complaints, service providers and occupational associations are seriously disadvantaged in obtaining valuable feedback about how an organisation is functioning, client satisfaction and how members of associations are delivering their services to the community. The information derived from complaints can be used to structure educative programs, and to develop and deliver other strategies to address deficiencies in service delivery, and professional performance, to ensure the integrity of the profession is maintained.
Complaints are a valuable management tool.
Important information about how an organisation is performing, particularly in terms of service delivery and the quality of service, and can be obtained from an analysis of complaints received. Complaints can be seen as an opportunity to identify management practices or procedures that need improvement. These are an opportunity to review the conduct of staff, consultants, contractors or agents, and respond effectively to individual cases of dissatisfaction. While individual complaints may identify an isolated problem, it is the patterns or trends revealed in data analysis which are particularly valuable. It should also recognise, promote and protect consumers' rights, including the right to comment and complain.