Head of [organisation name] Promote a culture that values complaints and their effective resolution Report publicly on [organisation name]’s complaint handling. Provide adequate support and direction to key staff responsible for handling complaints. Regularly review reports about complaint trends and issues arising from complaints. Encourage all to be alert to complaints and assist those responsible for handling complaints resolve them promptly. Encourage staff to make recommendations for system improvements. Recognise and reward good complaint handling by staff. Support recommendations for product [where relevant], service, staff and complaint handling improvements arising from the analysis of complaint data. continued overleaf Manager responsible for complaint handling Establish and manage our complaint management system. Provide regular reports to [the head of the organisation] on issues arising from complaint handling work. Ensure recommendations arising out of complaint data analysis are canvassed with [the head of the organisation] and implemented where appropriate. Recruit, train and empower staff to resolve complaints promptly and in accordance with [organisation name]’s policies and procedures. Encourage managing complaints to provide suggestions on ways to improve the organisation’s complaint management system. Encourage all staff to be alert to complaints and assist those responsible for handling complaints resolve them promptly. Recognise and reward good complaint handling by Staff whose duties include complaint handling Demonstrate exemplary complaint handling practices Treat all people with respect, including people who make complaints. Assist people make a complaint, if needed. Comply with this policy and its associated procedures. Keep informed about best practice in complaint handling. Provide feedback to management on issues arising from complaints. Provide suggestions to management on ways to improve the organisation’s complaints management system. Implement changes arising from individual complaints and from the analysis of complaint data as directed by management.
response is not explicitly or implicitly expected or legally required. Service request The definition of a service request will vary depending on the organisation’s core business. However, it is likely to include: requests for approval requests for action routine inquiries about the organisation’s business requests for the provision of services and assistance reports of failure to comply with laws regulated by the organisation requests for explanation of policies, procedures and decisions. Grievance A clear, formal written statement by an individual staff member about another staff member or a work related problem. Policy A statement of instruction that sets out how we should fulfill our vision, mission and goals. Procedure A statement or instruction that sets out how our policies will be implemented and by whom. Public interest disclosure A report about wrong doing made by a public official in New South Wales that meets the requirements of the Public Interest Disclosures Act 1994. Note: Agencies should the above mentioned definition to ensure that it is accurate for their jurisdiction. Guiding principles