Public Service Commission Customer Complaints Management Policy Policy Statement The Public Service Commission (PSC) is committed to a positive complaint management environment. We encourage feedback and our complaints management system allows us to effectively manage all feedback and complaints in an accountable, transparent, timely and fair manner. The PSC recognises that effective complaints management is essential to improving our customer service. Objectives The objectives of this policy are to ensure: a readily accessible complaints process and information for all persons regardless of background and circumstances fair, accountable, transparent and responsive management of complaints all complainants are managed equitably business improvement opportunities are identified and implemented. Authority Section 219A of the Public Service Act 2008 requires the PSC to establish a complaints management system for customer complaints which complies with the . The Standard requires the PSC to establish a policy setting out our commitment to effective complaints management. This Policy is supported by Procedures that detail how complaints will be managed. Principles The complaint management principles underlying this policy reflect the , and . To achieve our objectives, the PSC is committed to these guiding principles in managing complaints: Principles This means we will… recognise and respect to provide feedback everybody’s right Enabling demonstrate a commitment to addressing feedback in a timely manner and complaints without charge People focus involve the complainant in the process as far as is practicable and appropriate ensure clear information is how and where available on PSC’s website about Visibility and to make a complaint and how complaints are managed access provide reasonable assistance to customers with special needs in making complaints recognise and address complaints provided anonymously, or through an authorised third party in the same manner as any other complaint record, track, acknowledge and process complaints in a timely manner, in Managing accordance with the relevant PSC complaint procedure Complaints manage the expectations of complainants by ensuring the complainant is Responsiveness aware of the process, timeframes, their likely involvement, the possible outcomes of the complaint and any other necessary information.
Public Service Commission Customer Complaints Management Policy Policy Statement The Public Service Commission (PSC) is committed to a positive complaint management environment. We encourage feedback and our complaints management system allows us to effectively manage all feedback and complaints in an accountable, transparent, timely and fair manner. The PSC recognises that effective complaints management is essential to improving our customer service. Objectives The objectives of this policy are to ensure: a readily accessible complaints process and information for all persons regardless of background and circumstances fair, accountable, transparent and responsive management of complaints all complainants are managed equitably business improvement opportunities are identified and implemented. Authority Section 219A of the Public Service Act 2008 requires the PSC to establish a complaints management system for customer complaints which complies with the . The Standard requires the PSC to establish a policy setting out our commitment to effective complaints management. This Policy is supported by Procedures that detail how complaints will be managed. Principles The complaint management principles underlying this policy reflect the , and . To achieve our objectives, the PSC is committed to these guiding principles in managing complaints: Principles This means we will… Enabling complaints People focus recognise and respect everybody’s right to provide feedback demonstrate a commitment to addressing feedback in a timely manner and without charge involve the complainant in the process as far as is practicable and appropriate Visibility and access ensure clear information is available on PSC’s website about how and where to make a complaint and how complaints are managed provide reasonable assistance to customers with special needs in making complaints recognise and address complaints provided anonymously, or through an authorised third party in the same manner as any other complaint Managing Complaints Responsiveness record, track, acknowledge and process complaints in a timely manner, in accordance with the relevant PSC complaint procedure manage the expectations of complainants by ensuring the complainant is aware of the process, timeframes, their likely involvement, the possible outcomes of the complaint and any other necessary information.
public-service-commission-customer-complaints-management-policy.docx