Guidance on managing customer complaints
Effective complaint handling is fundamental to the provision of a quality service but responding to complainants can be complex, challenging, and does not always suit a ‘one size fits all’ approach.
Local governments are often the first point of contact for their community. A number of local governments have raised concerns with the Department of Local Government, Sport and Cultural Industries about the cost and time involved when dealing with complaints.
The department recently met with the State Ombudsman to discuss these concerns. Local governments are encouraged to review their policies and procedures to ensure the processing of complaints is managed as efficiently and effectively as possible, consistent with relevant standards.
The Ombudsman’s Guidelines on effective complaint handling provides relevant information, including advice about dealing with unreasonable complainant conduct.
An effective complaint handling system provides 3 key benefits:
- It resolves issues raised by a person who is dissatisfied in a timely and cost-effective way;
- It provides information that can lead to improvements in service delivery; and
- Where complaints are handled properly, a good system can improve the reputation of an organisation and strengthen public confidence in an organisation’s administrative processes.
For assistance regarding your complaints management procedures, please contact the Local Government Hotline on 1300 762 511 or lghotline@dlgsc.wa.gov.au.
Further information and support for local governments is available on the Department of Local Government, Sport and Cultural Industries website.