For LAA Auditor use only Tick or Document Quality cross as & Page Mark appropriate Ref. Standard Procedure/process which needs to be in place (please be for specific) Mediation ref. Section G: Commitment to Quality 82 Do work practices show that clients have information about what to do if they G1.1 have a problem with the service provided? 83 Does your complaints procedure contain all of the following: G1.2 D The definition of a complaint Who has responsibility for complaints handling How complaints are identified How complaints are recorded How to identify the cause of a complaint and respond to it The process for reviewing complaints 84 Do you keep a central record of every complaint made and review it annually to G1.3 identify trends, documenting the results of the review? 85 Is there a client satisfaction procedure in place that includes all of the following: G2.1 D A comprehensive feedback mechanism Details on how and when the client gives feedback The frequency and methodology of analysis of submitted feedback?
Procedure/process which needs to be in place Tick or cross as appropriate Document & Page Ref. (please be specific) Quality Mark Standard for Mediation ref. For LAA Auditor use only Section G: Commitment to Quality 82 Do work practices show that clients have information about what to do if they have a problem with the service provided? G1.1 83 Does your complaints procedure contain all of the following: The definition of a complaint Who has responsibility for complaints handling How complaints are identified How complaints are recorded How to identify the cause of a complaint and respond to it The process for reviewing complaints G1.2 D 84 Do you keep a central record of every complaint made and review it annually to identify trends, documenting the results of the review? G1.3 85 Is there a client satisfaction procedure in place that includes all of the following: A comprehensive feedback mechanism Details on how and when the client gives feedback The frequency and methodology of analysis of submitted feedback? G2.1 D