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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. Complainant Responsibilities .. 5 12. Responding to Unreasonable Complainant Conduct .. 6 13. Managing a Complaint by a DAF Contractor about another DAF Contractor .. 6 14. Complaint Management Representatives.

Complaints are to be dealt with objectively. Investigators and decision-makers are free from bias and any conflict of interest in dealing with the complaint. Decisions are to be made in accordance with legislative and policy requirements. Parties to the complaint are treated fairly and respectfully and are given an opportunity to have “their

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