Reports are prepared for senior management based on the analysis of data which include recommendations for complaint reduction strategies improvements to business processes. 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. Resources Your selection process for agency’s complaints staff emphasises the need for Complaints staff are good interpersonal and conflict resolution appropriately selected and skills. trained to encourage a positive attitude towards complaints. You have a member of staff responsible for ensuring consistency, timeliness and quality in how complaints are dealt with and data collected. You provide training to ensure your staff has the product and service knowledge and the interpersonal skills to handle complaints.
Reports are prepared for senior management based on the analysis of data which include recommendations for complaint reduction strategies improvements to business processes. 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.) Resources Complaints staff are appropriately selected and trained to encourage a positive attitude towards complaints. Your agency’s selection process for complaints staff emphasises the need for good interpersonal and conflict resolution skills. You have a member of staff responsible for ensuring consistency, timeliness and quality in how complaints are dealt with and data collected. You provide training to ensure your staff has the product and service knowledge and the interpersonal skills to handle complaints.
Good-Practice-Guide-Victorian-Ombudsman-s-guide-to-complaint-handling-for-Victorian-Public-Sector-Agencies-(2014-revision).docx