Transcription of COMPLAINT MANAGEMENT FRAMEWORK - Ombudsman
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COMPLAINT MANAGEMENT FRAMEWORK - Ombudsman
COMPLAINT MANAGEMENT FRAMEWORKM arch 2016 COMPLAINT MANAGEMENT FrameworkMarch 2016SA Ombudsman Level 9, 55 Currie Street Adelaide SA 5000 General enquiries: (08) 8226 8699 Toll free (outside Adelaide Metro Area) 1800 182 150 Email: web: : 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.
2 Complaint management framework March 2016 Nobody is perfect. Mistakes can, and invariably do occur. What matters is how an organisation responds to such incidents. The most effective response is to fix the mistake and improve services, systems, practices,
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