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International best practice

approaches to complaints handling

Dr. Richard BoyleSenior Research Officer

Institute of Public Administration

Dublin

Presentation at HKEU seminar 11th December 2008

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Introduction

Complaints handling oftenmisunderstood and under

appreciated Primary focus of the presentation is

on internal complaints handling

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What is a complaint?

Any expression of dissatisfaction thatneeds a response

Where a decision or action is takenrelating to the provision of a servicewhich, it is claimed, is not in accordancewith the rules, practice or policy of theorganisation or the generally acceptedprinciples of equity and goodadministrative practice and whichadversely affects the person concerned

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Why is good complaints handling

important? Complaints provide a window on systemic

problems

Complaints can stimulate improvement Good complaints handling can defuse a

crisis

The price of failure is high

McMillan, 2007

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Ways in which people can lodge a

complaint Telephone In person

Customer comment card Mail Email

Link from the website Blogs and chatrooms

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Encouraging complaints

People often dont know how to complain. They need tobe encouraged:

developing specific information and resources: fact-

sheets, posters, translated information,brochures regular publications: newsletter, email alerts

website as a recognised source of information anduseful links

flexible distribution strategies: email, face-to-face,mail-outs, libraries, government and communityagencies

promotional goodies: fridge magnets, pens

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People may fear complaining or

lack confidence in the system Fear of discrimination or harassment

Inform clients that they will not be

discriminated against as a result ofmaking a complaint

Establish internal follow-up proceduresto address the risk of discriminationagainst clients who lodge a complaint

Staff may also have concerns

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First steps in establishing a

complaints handling system Identify good practice complaints

handling principles

Conduct a risk assessment: Level of consequence versus likelihood

of recurrence

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Dealing with cross-cutting and

complex complaints Respective roles and responsibilities in

administering legislation, making policyand handling complaints should be clearlyspelt out and visible to the public

A standardised complaints handlingsystem

An overseeing body/function? Specialist staff for complex, high profile

complaints

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Dealing with difficult

complainants Challenges of dealing with habitual

or vexatious complainants

Good guidance, backed up by skillsdevelopment, is crucial

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The impact of information and

communications technologies Using websites for complaints

handling

Complaints tracking

Blogs and Web 2.0

Not forgetting the computer illiterateand those without access

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Quality assuring complaints

handling Need for quality control measures in the

handling of complaints

Tracking a sample of complaints frominitiation to closure

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Creating a supportive climate

Role of senior management

Relationship between the complaints

manager and chief executive

Integrating complaints handling withhuman resource practices such as

performance appraisal and trainingand development

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The complaints ladder

First stage:The intake officer screens thecomplaint and registers it if it is appropriate. Thenfront-line staff attempt to resolve it.

Second stage:When clients are still dissatisfied,a more senior official or a complaints officerinvestigates their complaints and reports theresults to them.

Third stage:Consider using mutually acceptable,alternative dispute resolution mechanisms suchas mediation. If this is not possible, a third partycould arbitrate the matter.

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Ensuring lesson learning

Promoting system-wide lessonlearning in good practice

Variety of players

central agencies,Ombudsman and Audit offices

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Conclusion

We must expect dissatisfied customers. We havechoices about how the public can express thatdissatisfaction

To the greatest possible extent, complaintsshould be handled at a local level

Handling complaints effectively is not just aboutvalue for money. It is about establishing aresponsive relationship between the apparatus ofthe state and the people who use this apparatus(House of Commons Public Administration SelectCommittee)