Devise a definition that works for your agency and its particular circumstances. Define who can complain. This is generally anyone receiving or seeking a service from your agency including, where appropriate, children and anyone acting for those unable to complain personally. Consider whether your agency should entertain complaints from persons not directly affected by the action in their complaint. A good complaint system has enough stages to ensure a thorough and fair review of the complaint and no more.
Many systems have three stages.
First stage - Front line service providers deal with initial expressions of dissatisfaction and attempt to resolve them. Resolving complaints on first contact saves money by eliminating unnecessary additional contacts and builds confidence in your agency. Second stage - Complaints from clients still dissatisfied are investigated by a manager or complaint officer within the agency. The client must have the opportunity to have his or her complaint investigated by someone who has not previously been involved in the matter. Third stage - A further investigation is carried out by an executive administrator or someone outside the agency.