Where appropriate, your review process includes an audit or sample of investigation files to confirm the accuracy of information recorded on the complaints system. Your review of your complaints handling system evaluates complaints policy, procedure and guidelines. Your review of your complaints handling system evaluates the adequacy of the complaint handling system. Evaluation Your review of your complaints handling system seeks the views of complainants, Regular review of the agency staff and management, concerning complaints handling system the complaints handling system. ensures it is operating effectively and responding to changing needs and circumstances. Where appropriate you report the results of your review of your complaints handling system to complainants, agency staff and management. Self-Audit Checklist of Victorian Public Sector Agency Complaint Handling Systems Features Indicator Assessment What supports Recommended Action plan your actions for L,M,H,N/A (Who, what & when.) assessment? improvement. Alternative avenues for Your agency publishes information about a complaints right to seek internal review, complainant’s external review or referral to another body. Agencies inform complainants of their right to seek internal review, external review or
Where appropriate, your review process includes an audit or sample of investigation files to confirm the accuracy of information recorded on the complaints system. Your review of your complaints handling system evaluates complaints policy, procedure and guidelines. Your review of your complaints handling system evaluates the adequacy of the complaint handling system. Evaluation Regular review of the complaints handling system ensures it is operating effectively and responding to changing needs and circumstances. Your review of your complaints handling system seeks the views of complainants, agency staff and management, concerning the complaints handling system. Where appropriate you report the results of your review of your complaints handling system to complainants, agency staff and management. Self-Audit Checklist of Victorian Public Sector Agency Complaint Handling Systems Features Indicator Assessment L,M,H,N/A What supports your assessment? Recommended actions for improvement. Action plan (Who, what & when.) Alternative avenues for complaints Agencies inform complainants of their right to seek internal review, external review or Your agency publishes information about a complainant’s right to seek internal review, external review or referral to another body.
Good-Practice-Guide-Victorian-Ombudsman-s-guide-to-complaint-handling-for-Victorian-Public-Sector-Agencies-(2014-revision).docx