Transcription of Better Practice Guide to Complaint Handling - …
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Better Practice Guide to Complaint Handling - …
Better Practice Guide TO. Complaint Handling ISBN 978 0 9805961 7 5. Date of publication: April 2009. Publisher: Commonwealth Ombudsman, Canberra, Australia Commonwealth of Australia This work is copyright. Apart from any use as permitted under the Copyright Act 1968, no part may be reproduced by any process without prior written permission from the Australian Government, available from the Attorney-General's Department. Requests and enquiries concerning reproduction and rights should be addressed to the Commonwealth Copyright Administration, Copyright Law Branch, Attorney-General's Department, National Circuit, Barton ACT 2601, or posted at Other requests and enquiries can be directed to the Director Public Affairs, Commonwealth Ombudsman, GPO Box 442, Canberra ACT 2601; email or phone 1300 362 072.
2 COMMONWEALTH OMBUDSMAN BETTER PRACTICE GUIDE COMPLAINT HANDLING Introduction This Better Practice Guide to Complaint Handling describes five elements of effective complaint handling: • Culture. Agencies must value complaints as a means of strengthening their
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