2014 Loraine Dartnell Working Together for Better Complaint Management

Working together for better complaint

management

finding inspiration

the relationship between dispute resolution and complaints management

Legal system

External Dispute

Resolution

Mediation

Complaint management

the relationship between mediation and complaints management

Mediation Complaint Mgt

Process standards

Australian National Mediator Standards

AS/ISO10002 – International Standard on Complaint Handling

People standards

Australian National Mediator Standards

Complaints Handling Guidelines (draft)

Settings

Face-to-face, phone, online, 1:1, groups

Phone, email, in writing, face-to-face, tribunals

Role of facilitator

Enable parties to reach agreement Negotiate a mutually agreeable resolution – get agreement

complaint management systems and processes

Frontline resolution

• Call centres

Internal escalation

• Customer Relations (Internal Dispute Resolution)

External Dispute Resolution (EDR)

• Ombudsman

• Tribunals

Complaints Managers

Superheroes of the corporate world

benefits of cross training in dispute resolution

• Keeps it interesting • Broadens your skills and experience • Makes you better at your job • Increases your career prospects • Improves industry standards • Achieves better outcomes

mediation in complaint handling

Benefits of mediation in complaint handling: • Neutral third party increases trust • Expedite decisions and outcomes • Identify options you hadn’t

considered • Strengthen position with EDR

bodies • Mend the relationship not just

resolve the complaint

www.socap.org.au

Dartnell Consulting ABN 211 362 922 15

Loraine.Dartnell@mynrma.com.au Ph 0423 114 029