Transcription of COMPLAINT MANAGEMENT FRAMEWORK
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COMPLAINT MANAGEMENT FRAMEWORK
COMPLAINT MANAGEMENT FRAMEWORKJune 2015this page is intentionally MANAGEMENT FrameworkJune 2015 NSW Ombudsman Level 24, 580 George Street Sydney NSW 2000 General enquiries: (02) 9286 1000 Toll free (outside Sydney Metro Area) 1800 451 524 Facsimile: (02) 9283 2911 Email: Web: w w : 978-1-925061-55-0 Crown Copyright, NSW Ombudsman, June 2015 This 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.
4 Complaint management framework June 2015 2.1 Commitment: Develop a culture that values complaints Guiding principles for appropriate culture and organisational commitment: People focus: Be open to complaints from members of the public about standards of service delivery and organisational policies, procedures and practices.
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