both to the complainant, the agency and/or the person against whom the complaint is made. process conducted by the agency. Your agency informs the complainant of the person or department’s response to the complaint. Your agency informs complainants that their complaint will be reviewed independently, where possible. Your agency is able to review the complaint confidentially if requested by the complainant and this is appropriate the circumstances. Your agency allows persons or areas about whom the complaint is made the time to properly investigate and respond to the complaint. Your agency informs the person or area about whom the complaint is made, of the agency’s decision/s and reason for their decision/s and, if necessary, invites comment. Self-Audit Checklist of Victorian Public Sector Agency Complaint Handling Systems Features Indicator Assessment L,M,H,N/A What supports your assessment? Recommended actions for improvement. Action plan (Who, what & when.) Transparency and access A complaint handling system should be open and available to all. You publicise your complaints handling points of contact through a range of options, such as your website and at your offices.
Reports are prepared for senior management based on the analysis of data which include recommendations for complaint reduction strategies improvements to business processes. Self-Audit Checklist of Victorian Public Sector Agency Complaint Handling Systems Features Indicator Assessment L,M,H,N/A What supports your assessment? Recommended actions for improvement. Action plan (Who, what & when.) Resources Complaints staff are appropriately selected and trained to encourage a positive attitude towards complaints. Your agency’s selection process for complaints staff emphasises the need for good interpersonal and conflict resolution skills. You have a member of staff responsible for ensuring consistency, timeliness and quality in how complaints are dealt with and data collected. You provide training to ensure your staff has the product and service knowledge and the interpersonal skills to handle complaints.
Remedies are implemented as soon as possible. The remedies offered to complainants with similar issues are consistent. In cases where a remedy is provided to a complainant, steps are taken by the agency to provide a remedy to other people similarly affected, even if they have not made a complaint. Your guidelines outline who is authorised to determine certain types of remedies. Self-Audit Checklist of Victorian Public Sector Agency Complaint Handling Systems Features Indicator Assessment L,M,H,N/A What supports your assessment? Recommended actions for improvement. Action plan (Who, what & when.) Evaluation Each investigation is reviewed to identify learning from the investigation process. Your guidelines require each completed investigation to be reviewed, preferably by an independent person within the agency to identify improvements in the investigation process. This evaluation may be informal or formal depending on the nature and complexity of the investigation. Evaluation Regular review of the complaints handling system ensures it is operating effectively and responding to changing needs and circumstances. Your agency conducts regular reviews to determine how its complaint handling system is working.
Where appropriate, your review process includes an audit or sample of investigation files to confirm the accuracy of information recorded on the complaints system. Your review of your complaints handling system evaluates complaints policy, procedure and guidelines. Your review of your complaints handling system evaluates the adequacy of the complaint handling system. Evaluation Regular review of the complaints handling system ensures it is operating effectively and responding to changing needs and circumstances. Your review of your complaints handling system seeks the views of complainants, agency staff and management, concerning the complaints handling system. Where appropriate you report the results of your review of your complaints handling system to complainants, agency staff and management. Self-Audit Checklist of Victorian Public Sector Agency Complaint Handling Systems Features Indicator Assessment L,M,H,N/A What supports your assessment? Recommended actions for improvement. Action plan (Who, what & when.) Alternative avenues for complaints Agencies inform complainants of their right to seek internal review, external review or Your agency publishes information about a complainant’s right to seek internal review, external review or referral to another body.