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Complaints Handling - CompliSpace

Complaints Handling

In a recent BRW survey of Australia’s fastest growing companies, 96% of respondents nominated the handling of complaints as the second most important issue for their customers. The implementation of an effective complaints handling system is also recognised as a key element of all effective compliance, risk management and corporate governance programs.

What constitutes a complaints handling program is clearly defined by the Australian Standard and the International Standard (AS ISO 10002-2006) which provides a framework that can be adopted by most businesses.

CompliSpace’s online Complaints Handling program is designed to:

Increase client satisfaction levels and enhance the quality of client relationships

Recognise, promote and protect clients' rights, including the right to comment and complain

Provide a mechanism for resolving client complaints promptly, fairly and efficiently

Provide information to clients on the organisation's Complaints Handling Procedures

Monitor complaints to improve service quality and identify recurring or systemic issues

CompliSpace demystifies the complaints handling standard and provides a simple 8 step process to manage complaints:

Step 1 -

Receiving and logging complaints

Step 2 -

Screening complaints

Step 3 -

Establishing the facts and communicating with the complainant

Step 4 -

Making a determination

Step 5 -

Formulation of the proposed resolution

Step 6 -

Presenting an offer of redress

Step 7 -

Complaints register

Step 8 -

Referral to external dispute resolution

CompliSpace leads the market in the provision of simple, comprehensive, value-for-money Corporate Governance programs and services. Contact us to see how we can bring good governance to life in your organisation.