COMPLAINT MANAGEMENT FRAMEWORK

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COMPLAINT MANAGEMENT FRAMEWORKJune 2015this page is intentionally MANAGEMENT FrameworkJune 2015NSW Ombudsman Level 24, 580 George Street Sydney NSW 2000General enquiries: (02) 9286 1000Toll free (outside Sydney Metro Area) 1800 451 524 Facsimile: (02) 9283 2911Email: Web: w w : 978-1-925061-55-0 Crown Copyright, NSW Ombudsman, June 2015This work is copyright, however material from this publication may be copied and published by State or Federal Government Agencies without permission of the Ombudsman on the condition that the meaning of the material is not altered and the NSW Ombudsman is acknowledged as the source of the material. Any other persons or bodies wishing to use material must seek permission. COMPLAINT MANAGEMENT FRAMEWORK | June 2015iForewordAs recognised in the Australian and New Zealand Standard Guidelines for COMPLAINT MANAGEMENT in organizations (AS/NZS 10002:2014), everybody has the right to complain. An effective COMPLAINT MANAGEMENT system enables us to correct errors, identify system improvements and promote fairness and integrity in our decision-making processes.

A commitment to good complaint handling is needed at all levels within an organisation. It is the foundation on which all other components of the Complaint Management Framework are built. The head of the organisation and senior management should …

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