The information can then be fed back to department sections and service providers. The outcome of any investigation in which mistakes or problems are identified can be reported to the chief administrator of the relevant department so that appropriate action can be taken to avoid a recurrence. At the same time, take care not to stigmatize employees because of complaints. An agency that truly embraces complaints as opportunities has no need for scapegoats. The idea is to improve, not reprove.
Any organization can benefit from a well-devised complaint system.
Government agencies in particular have much to gain improved efficiency, higher quality service, and increasing good will and respect from the citizens they serve. A Good Practice Guide for Effective Complaint Handling, Australia, 1997. Service First Home Page, London. Best Practices in Resolving Customer Complaints Federal Benchmarking Consortium Study Report, March 1996.