5.2. International and Australian standards of complaint handling

Australian and International standards have been developed which provide useful guidance on the development and implementation of an effective and efficient complaints handling process. These standards recognise that effective complaints handling can result in service improvements, as well as improving the reputation of an organisation.

The International standard highlights the following key elements, which are also reflected in the Australian standard:

enhancing the satisfaction of people using your service by creating a person centred environment that is open to feedback, resolving any complaints received, and enhancing the organisation’s ability to improve its service.
executive leadership group involvement and commitment through adequate acquisition and use of resources, including staff training
recognising and responding to the needs and expectations of people using services
providing people using services with an open, effective and easy to use complaints process
analysing and evaluating complaints in order to improve the service quality
auditing the complaints handling process
reviewing the effectiveness and efficiency of the complaints handling process.

In summary, an effective and efficient complaints resolution process is critical to having a high quality service. What this translates into for people using services and service providers can be summed up as follows.

What people using services want

a process where it is easy to make a complaint
a service that is responsive to their needs
to be heard
to be understood
to be respected
an explanation
an apology
action as soon as possible
a user friendly complaints system.

An organisation needs

a user friendly system for receiving feedback from people using services that is easy for staff to use as well
clear delegations and procedures for staff to deal with complaints and provide remedies
clear internal and external referral procedures if the complaint is not resolved at the front line
a recording system to capture complaint feedback/data
performance standards including timeframes for response and quality of response
systematic review of complaint data to identify problem areas and analyse trends
action to improve service delivery in identified areas.

(Adapted from NSW Ombudsman, 2007)

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5.2. International and Australian standards of complaint handling

What people using services want

An organisation needs