Our Complaints Management Project is designed to encourage and assist agencies to improve their complaints management practices and procedures. 

This report summarises the outcomes of the first phase of the project and provides recommendations and guidelines to improve systems to meet both Australian and International Standards for good complaints management. 

• Complaints Management Phase 1 Report (PDF format 246k)
• Appendicies 1-3: 1 Project Steps, 2 Project Milestones, 3 Fact Sheets (PDF format 1250k)
• Appendix 3: Fact Sheets 5-8 (PDF format 1160k)
• Appendix 3: Fact Sheets 9-11 (PDF format 1110k)
• Appendix 3: Fact Sheets 12-14 (PDF format 970k)
• Appendix 4: Effective Complaints Management Self Audit Checklist a (PDF format 1190k)
• Appendix 4: Effective Complaints Management Self Audit Checklist b (PDF format 567k)
• Appendix 5: Developing Effective Complaints Management Policy and Procedures (PDF format 1280k)
• Appendix 6: Western Australian Premier's Circular (PDF format 217k)