Head of Promote a culture Report publicly on [organisation name]’s complaint handling. [organisation name] that values Provide adequate support and direction to key staff complaints and responsible for handling complaints. their effective Regularly review reports about complaint trends and issues resolution arising from complaints. Encourage all to be alert to complaints and assist those responsible for handling complaints resolve them promptly. Encourage staff to make recommendations for system improvements. Recognise and reward good complaint handling by staff. Support recommendations for product [where relevant], service, staff and complaint handling improvements arising from the analysis of complaint data. continued overleaf Manager Establish and Provide regular reports to [the head of the organisation] on responsible for manage our issues arising from complaint handling work. complaint handling complaint Ensure recommendations arising out of complaint data management analysis are canvassed with [the head of the organisation] system. and implemented where appropriate. Recruit, train and empower staff to resolve complaints promptly and in accordance with [organisation name]’s policies and procedures. Encourage managing complaints to provide suggestions on ways to improve the organisation’s complaint management system. Encourage all staff to be alert to complaints and assist those responsible for handling complaints resolve them promptly. Recognise and reward good complaint handling by Staff whose duties Demonstrate Treat all people with respect, including people who make include complaint exemplary complaints. handling complaint handling Assist people make a complaint, if needed. practices Comply with this policy and its associated procedures. Keep informed about best practice in complaint handling. Provide feedback to management on issues arising from complaints. Provide suggestions to management on ways to improve the organisation’s complaints management system. Implement changes arising from individual complaints and from the analysis of complaint data as directed by management.
Head of [organisation name] Promote a culture that values complaints and their effective resolution Report publicly on [organisation name]’s complaint handling. Provide adequate support and direction to key staff responsible for handling complaints. Regularly review reports about complaint trends and issues arising from complaints. Encourage all to be alert to complaints and assist those responsible for handling complaints resolve them promptly. Encourage staff to make recommendations for system improvements. Recognise and reward good complaint handling by staff. Support recommendations for product [where relevant], service, staff and complaint handling improvements arising from the analysis of complaint data. continued overleaf Manager responsible for complaint handling Establish and manage our complaint management system. Provide regular reports to [the head of the organisation] on issues arising from complaint handling work. Ensure recommendations arising out of complaint data analysis are canvassed with [the head of the organisation] and implemented where appropriate. Recruit, train and empower staff to resolve complaints promptly and in accordance with [organisation name]’s policies and procedures. Encourage managing complaints to provide suggestions on ways to improve the organisation’s complaint management system. Encourage all staff to be alert to complaints and assist those responsible for handling complaints resolve them promptly. Recognise and reward good complaint handling by Staff whose duties include complaint handling Demonstrate exemplary complaint handling practices Treat all people with respect, including people who make complaints. Assist people make a complaint, if needed. Comply with this policy and its associated procedures. Keep informed about best practice in complaint handling. Provide feedback to management on issues arising from complaints. Provide suggestions to management on ways to improve the organisation’s complaints management system. Implement changes arising from individual complaints and from the analysis of complaint data as directed by management.
Complaint-handling-model-policy-word-template.docx