This series of 16 fact sheets summarise the essential components of an effective complaints management system and provide examples of best practice.
The fact sheets were updated in December 2006 to reflect the PSC’s Directive 13/06 Complaints Management Systems and the International and Australian Standard AS ISO 10002 – 2006 Customer Satisfaction – Guidelines for complaints handling in organisations, issued by Standards Australia in April 2006.
- Setting the scene (PDF format 238k)
- Commitment (PDF format 217k)
- Communication (PDF format 270k)
- Complaints Management Models (PDF format 202k)
- Visibility and Access (PDF format 222k)
- Responsiveness (PDF format 239k)
- Assessment and Action (PDF format 240k)
- Feedback (PDF format 208k)
- Monitoring Effectiveness (PDF format 272k)
- Resources (PDF format 190k)
- Personnel and Training (PDF format 235k)
- Remedies (PDF format 228k)
- Business Improvement (PDF format 285k)
- External Review (PDF format 209k)
- Summary (PDF format 189k)
- Reference Material (PDF format 190k)
Click on the link below to download all 16 fact sheets:
Fact sheets last updated December 2006