Transcription of Complaint Handling Guidelines - Ombudsman
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Complaint Handling Guidelines - Ombudsman
GGuuiiddeelliinneess oonn CCoommppllaaiinntt HHaannddlliinngg Ombudsman Western Australia Serving Parliament Serving Western Australians Contents Guidelines on Complaint Handling : Effective Handling of complaints made to your organisation Making your Complaint Handling system accessible Complaint Handling Systems Checklist The principles of effective Complaint Handling Guidelines for Complaint Handling Officers Dealing with unreasonable complainant conduct Investigation of complaints Procedural fairness (natural justice) Remedies and redress Good record keepingA complete list of available Ombudsman Western Australia publications is available at the back of this booklet. Ombudsman Western Australia Level 2, 469 Wellington Street Perth WA 6000 PO Box Z5386 St Georges Terrace Perth WA 6831 Tel 08 9220 7555 Freecall (outside metropolitan area) 1800 117 000 Fax 08 9220 7500 Email Website Serving Parliament Serving Western Australians Ombudsman Western Australia Guidelines Effective Handling of complaints made to your organisation - An Overview Revised January 2017 Benefits o
fairly and confidentially. Remedies are provided where complaints are upheld and there is a system for review. • accountabilities for complaint handling and complaints are used to stimulate organisational improvements. 1 See Australian/New Zealand Standard AS/NZS 10002:2014 Guidelines for Complaint Management in Organizations (as amended)
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