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International best practice
approaches to complaints handling
DESINGED BY,
SUNI L KUMAR,
LECTURER
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Introduction
Complaints handling often
misunderstood 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 procedures
to address the risk of discrimination
against 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 illiterate
and 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 with
human 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 lesson
learning 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)