both to the complainant, the process conducted by the agency. agency and/or the person against whom the complaint is made. Your agency informs the complainant of the person or response to the department’s complaint. Your agency informs complainants that their complaint will be reviewed independently, where possible. Your agency is able to review the complaint confidentially if requested by the complainant and this is appropriate the circumstances. Your agency allows persons or areas about whom the complaint is made the time to properly investigate and respond to the complaint. Your agency informs the person or area about whom the complaint is made, of the agency’s decision/s and reason for their decision/s and, if necessary, invites comment. 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. Transparency and access You publicise your complaints handling points of contact through a range of options, such as A complaint handling system your website and at your offices. should be open and available to all.
both to the complainant, the agency and/or the person against whom the complaint is made. process conducted by the agency. Your agency informs the complainant of the person or department’s response to the complaint. Your agency informs complainants that their complaint will be reviewed independently, where possible. Your agency is able to review the complaint confidentially if requested by the complainant and this is appropriate the circumstances. Your agency allows persons or areas about whom the complaint is made the time to properly investigate and respond to the complaint. Your agency informs the person or area about whom the complaint is made, of the agency’s decision/s and reason for their decision/s and, if necessary, invites comment. 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.) Transparency and access A complaint handling system should be open and available to all. You publicise your complaints handling points of contact through a range of options, such as your website and at your offices.
Good-Practice-Guide-Victorian-Ombudsman-s-guide-to-complaint-handling-for-Victorian-Public-Sector-Agencies-(2014-revision).docx