Website complaints visibility and accessibility

An organisation’s website is an important channel in the complaints management process - for making complaint processes visible and accessible to the public, customers and staff.

The Australian Standard, Guidelines for complaint management in organizations (AS/NZS 10002:2014) provides that information about an organisation’s complaints process should be readily available.

The Local Government Regulation 2012 requires councils to ensure the public can inspect the complaints process including related policy and procedures on their websites.

To ensure good complaints visibility and accessibility, a website should include the following features on their ‘Home page’ and ‘Complaints page’.

Home page:  

  • An easily identifiable link from the home page to a complaints page.
  • The complaints page and complaints management policy and/or procedures should be easily found through the home page search function, using the word ‘complaint/s’.

Complaints page:

  • General complaints information including how a complaint can be made
    (e.g. telephone, in person at a public office, email, mail, fax, online form, printable form).
  • Information on how complaints are managed, expected timeframes, and how customers will be informed of progress and the outcome.
  • A statement outlining the agency’s commitment to effective complaints management.
  • A statement to the effect that the agency welcomes feedback and complaints to continually improve its processes and service delivery.
  • Clear advice that anonymous and representative complaints are accepted and how such complaints may be made.
  • Reasonable assistance available to make complaints, including translating and interpreter services and services for people with hearing or speech impairments.
  • Reference to the handling of personal information in accordance with the Information Privacy Act 2009, with a link to the organisation’s privacy plan.
  • Complainant’s internal and external review options.
  • Link to the Queensland Ombudsman website: www.ombudsman.qld.gov.au

Getting started

We have designed a guide to help organisations develop an effective complaints management policy and procedures.

We would like to improve the way your organisation handles complaints. Book in for our complaints management training, have your complaints management system reviewed or seek our free advice about managing complaints and good decision-making.

Learn more about complaints management.