8/12/2019 International Best Practice Approaches to Complaints Handling

1/20

International best practice

approaches to complaints handling

DESINGED BY,

SUNI L KUMAR,

LECTURER

8/12/2019 International Best Practice Approaches to Complaints Handling

2/20

Introduction

Complaints handling often

misunderstood and under

appreciated Primary focus of the presentation is

on internal complaints handling

8/12/2019 International Best Practice Approaches to Complaints Handling

3/20

8/12/2019 International Best Practice Approaches to Complaints Handling

4/20

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

8/12/2019 International Best Practice Approaches to Complaints Handling

5/20

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

8/12/2019 International Best Practice Approaches to Complaints Handling

6/20

Ways in which people can lodge a

complaint Telephone

In person

Customer comment card Mail

Email

Link from the website Blogs and chatrooms

8/12/2019 International Best Practice Approaches to Complaints Handling

7/20

8/12/2019 International Best Practice Approaches to Complaints Handling

8/20

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

8/12/2019 International Best Practice Approaches to Complaints Handling

9/20

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

8/12/2019 International Best Practice Approaches to Complaints Handling

10/20

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

8/12/2019 International Best Practice Approaches to Complaints Handling

11/20

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

8/12/2019 International Best Practice Approaches to Complaints Handling

12/20

Dealing with difficult

complainants Challenges of dealing with habitual

or vexatious complainants

Good guidance, backed up by skillsdevelopment, is crucial

8/12/2019 International Best Practice Approaches to Complaints Handling

13/20

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

8/12/2019 International Best Practice Approaches to Complaints Handling

14/20

8/12/2019 International Best Practice Approaches to Complaints Handling

15/20

Quality assuring complaints

handling Need for quality control measures in the

handling of complaints

Tracking a sample of complaints frominitiation to closure

8/12/2019 International Best Practice Approaches to Complaints Handling

16/20

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

8/12/2019 International Best Practice Approaches to Complaints Handling

17/20

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.

8/12/2019 International Best Practice Approaches to Complaints Handling

18/20

Ensuring lesson learning

Promoting system-wide lesson

learning in good practice

Variety of players

central agencies,Ombudsman and Audit offices

8/12/2019 International Best Practice Approaches to Complaints Handling

19/20

8/12/2019 International Best Practice Approaches to Complaints Handling

20/20

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)