Guiding principles of AS ISO 10002: practical guidance Bill Dee Director Compliance and Complaints Advisory Services Pty Ltd

Guiding principles These are outcomes focused Provide a degree of flexibility on processes to achieve these outcomes based on size and nature of an organisation.

Applying the guiding principles -visibility Prominent phone number and email address: At service delivery In brochures/handout material( statement of advice) Home page on websites Phone books Are your front line staff aware of contact numbers and CH procedures? Don’t be afraid to use the word “complaints”: it has an unambiguous meaning to the public ( have an “outside- in” approach not an “inside-out” approach)

Applying the guiding principles - accessibility Characteristics of an accessible complaints- handling process include: the provision of readily accessible information about the process, flexibility in the methods of making complaints(including that the process for submitting complaints should be flexible (e.g. email,and include provision for oral complaints in other formats), toll-free or local free facilities for making complaints ( including outside business hours)

Applying the guiding principles - accessibility special arrangements and/or support should be made available for complainants with specific needs (including availability of interpreters and cross cultural staff training). Information should be made available on the details of making and resolving complaints. ( See www.goldencasket.com.au for example) The complaints-handling process and supporting information should be easy to understand and use. The information should be in clear language. Information and assistance in making a complaint should be made available, in whatever languages or formats that the products were offered or provided in, including alternative formats, such as large print, Braille or audiotape, so that no complainants are disadvantaged

Guiding principles-Responsiveness Receipt of each complaint should be acknowledged to the complainant immediately. Complaints should be addressed promptly in accordance with their urgency (requires an initial assessment/escalation procedure). Challenging but realistic timelines to be set. The complainants should be treated courteously and be kept informed of the progress of their complaint through the complaints-handling process.

Guiding principles-objectivity Due weight is to be given to the views of the agency and complainant. Complaints to be considered on its merits. Emphasis should be placed on solving the problem and not on assigning blame. Guidance in Annex C of AS ISO 10002

Guiding principles-charges/confidentiality Charges:Access to the complaints-handling process should be free of charge to the complainant. Confidentiality:Personally identifiable information concerning the complainant should be available where needed, but only for the purposes of addressing the complaint within the organisation and should be actively protected from disclosure.

Guiding principles-Customer-focused approach The organisation should adopt: a customer-focused approach, be open to feedback including complaints, and show commitment to resolving complaints by its actions(e.g. active implementation of AS ISO 10002)

Guiding principles-Customer-focused approach a customer-focused approach can be evidenced by: Clear set of published values of the organisation and its role. Management actively seen to be implementing the values i.e. “walking the talk” (Railcorp example).

Guiding principles-accountability Important to have reporting systems on complaints and improvement initiatives up to and including the governing body. Units responsible for identified systemic problems need to report back on implementation of corrective/remedial action.

Guiding principles-continual improvement Feedback ( including complaints) assists in identifying service, process and information inadequacies to be addressed through corrective action. Organisations could: explore, identify and apply best practices in complaints handling (SOCAP, Google) foster a customer-focused approach within the organisation, encourage innovation in complaints-handling development, and recognize exemplary complaints-handling behaviour