Management of Complaints by Public Sector Agencies

Internal complaints management system - why have one?
Public Sector Complaints Management Project
Complaints Management Project Resources

Internal complaints management system - why have one?

An internal complaints management system is an established process within an agency for receiving, managing and resolving complaints made by customers of that agency.

It is inevitable that customers of public sector agencies will not always be happy with the service they receive or with the decisions that are made by your agency. In an environment of increasing expectations of public sector performance, both by customers and by governments, it is essential that public sector agencies respond to complaints in an effective way.

Agencies that respond to their customers’ complaints effectively are more likely to have a good reputation and enjoy a high level of trust in the community. They are best able to identify defects in their processes and make improvements in a timely manner. By responding to complaints in an effective manner agencies will avoid the time-consuming and costly process that  invariably results from failing to deal with complaints.

Internal complaints management systems are not necessarily complex or expensive to establish and maintain. Ultimately, any effort put into a complaints management system will pay dividends in terms of better service delivery, more satisfied customers and less   resources wasted wrangling with unhappy customers.

Public Sector Complaints Management Project

The Northern Territory Ombudsman is committed to helping NT Public Sector agencies manage customer complaints and follow good administrative practices.
In December 2005 the Ombudsman wrote to all NT Public Sector agencies inviting them to let us know what their needs were in relation to developing and maintaining effective internal complaints handling processes.

On the basis of the responses received the Ombudsman has commenced a project to offer assistance to agencies to develop or enhance their internal complaints management systems.

The objectives of the project are to develop resources and provide guidance to either:

• establish a complaints management system, or
• to evaluate one that is already in existence

with the objective of achieving compliance with the International Standard ISO10002 ‘Guidelines for complaints handling in organizations’ and Australian Standard AS4269 ‘Complaints handling’.

The project will also explore the need for a service agreement between agencies and a training provider to provide relevant staff training for effective complaints handling.

The project offers the following assistance to public sector agencies:

• Imparting of knowledge on effective complaints management systems
• Mentoring of agencies in evaluating their current processes and in developing their plans for enhancement
• Assistance with evaluating current processes
• Advice during development of policies and procedures
• Facilitating appropriate training for staff involved in complaints handling.

Your agency has been or will shortly be invited to participate in the project. Your Chief Executive / Director and any complaints staff in your agency are especially encouraged to participate. The benefits of your agency’s involvement in the project will include:

• Gaining an understanding of the principles and value of a complaints management system.
• Acquiring practical knowledge in how to establish or improve a complaints management system.
• Receiving assistance in establishing, evaluating or enhancing your current system or processes.

Please contact the Ombudsman’s Office for further information.

Complaints Management Project Resources

The following resources are made available to help you establish or improve your internal complaints management process. These resources have been adapted from resources developed by the Queensland Ombudsman and kindly made available by that office.

Effective Complaints Management Fact Sheets – This series of 14 fact sheets sets out the essential components of an effective complaints management system and provides examples of best practice.

Effective Complaints Management Self-Audit Checklist 114KB – The checklist will assist you to evaluate your agency’s current complaint management system and will guide you towards the development of an action plan to address any identified deficiencies. The fact sheets (see above) will assist you to work through the self-audit checklist.

Developing Effective Complaints Management Policy and Procedures – If your audit identifies the need to develop or review your current complaints policy and procedures, this document will assist you to address the essential requirements of the Australian Standard for Complaints Handling.

Links to related sites

• Administrative Review Council Internal Review of Agency Decision Making
• Australian Competition and Consumer Commission - The Essential Elements of Complaint Handling: A discussion of the Australian Standard on Complaints Handling (AS4269)
• Charles Darwin University complaints policy and precedure
• Commission for Local Administration in England (Local Government Ombudsman) Running a Complaints System - Guidance on Good Practice 1
• Commission for Local Administration in England (Local Government Ombudsman) Good Administrative Practice - Guidance on Good Practice 2
• Department of Local Government and Planning Complaints Management - Guidelines for Local Governments
• International Organisation for Standardization ISO10002 Quality Management - Customer satisfaction - Guidelines for complaints handling in organisations
• New South Wales Ombudsman Guidelines for Public Sector Agencies and Councils
• Ombudsman Victoria Complaint Handling Guide
• Quebec Ombudsman A Legitimate, Credible Complaints Office – Complaints Processing in Government Organisations
• Queensland Ombudsman Complaints Management Project
• Standards Australia AS4269-1995 Complaints Handling
• Western Australian Ombudsman The Ombudsman’s Guidelines for Conducting Administrative Investigations