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Customer Complaint Policy and Procedure

Department of Agriculture and Fisheries OFFICIAL Customer Complaint Policy and Procedure Owner: HUMAN RESOURCES CHA/2015/1537 Last reviewed: 13/01/2020 Version: Contents 1. Purpose .. 2 2. Scope .. 2 3. Out of Scope .. 2 4. Key Principles for Customer Complaint Resolution .. 2 5. Policy Commitment .. 3 6. What is a Complaint and what is not a Complaint ? .. 3 7. Making a Customer Complaint .. 4 8. Possible Outcomes to a Customer Complaint .. 4 9. Support for Making a Complaint and Participating in the Complaint Management Process .. 5 10. Where and How a Complaint can be 5 11.

CHA/2015/1537 Customer Complaint Policy and Procedure v2.01 13/01/2020 Page 3 of 24 Department of Agriculture and Fisheries HUMAN RESOURCES OFFICIAL 4. Responsiveness and Confidentiality Complaints are to be responded to in a timely matter and efforts are made to comply with stipulated timeframes for

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