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Office of the Ombudsman
IPA Diploma in the IPA Diploma in the Management of Modern Management of Modern Public Service DeliveryPublic Service Delivery
Dealing with Customer Complaints
Aoife Nic Réamoinn
Office of the Ombudsman
27 November 2008
Office of the Ombudsman
SummarySummary
Good complaints handling is a subset of good customer service
Good for customer Good for organisation
Office of the Ombudsman
OverviewOverview
Role of the OmbudsmanComplaints and ComplainantsGood Complaints Handling
Office of the Ombudsman
The Role of the OmbudsmanThe Role of the Ombudsman
Examines complaints from members of the public who feel that they have been unfairly treated by certain public bodies, and recommends redress where appropropriate
Office of the Ombudsman
Role of the OmbudsmanRole of the Ombudsman
Ombudsman OfficesBackgroundStatutory Powers and FunctionsCharacteristics
Office of the Ombudsman
Role of the OmbudsmanRole of the OmbudsmanWhat do we examine?What do we examine?
Administrative Actions– Adverse affect– Within remit– Restrictions apply
Office of the Ombudsman
Role of the OmbudsmanRole of the OmbudsmanHowHow
ScreeningImpartial examinationCommunication with complainant RedressInternal Review
Office of the Ombudsman
Role of the OmbudsmanRole of the OmbudsmanRedressRedress
Restoration of rights/benefits
Acknowledgment
Explanation
Apology
Compensation
Office of the Ombudsman
Role of the OmbudsmanRole of the OmbudsmanImproving the ServiceImproving the Service
Customer Survey and Focus Groups
Managing Customer Expectations
Regular Communication
Quarterly Surveys
Office of the Ombudsman
Complaints and ComplainantsComplaints and Complainants Who What Why Who What Why
Clients/customersPublic in generalPublic bodies ‘Difficult’
Office of the Ombudsman
Complaints and ComplainantsComplaints and ComplainantsWho What WhyWho What Why
A complaint is an expression of dissatisfaction
Service provided or not providedSatisfaction/redress
Office of the Ombudsman
Complaints and ComplainantsComplaints and ComplainantsWho What WhyWho What Why
People complain because their expectations have not been met
Office of the Ombudsman
Complaints and ComplainantsComplaints and ComplainantsWho What WhyWho What Why
Valid Expectations– Mistakes, improper, bias, delay, inadequate
Unreal Expectations– ‘your job is to meet my all needs’
Office of the Ombudsman
Good Complaints HandlingGood Complaints HandlingValuesValues
Democracy and the citizenChecks and BalancesPrinciples of Natural JusticeRule of Law
Office of the Ombudsman
Good Complaints HandlingGood Complaints HandlingValuesValues
Citizens rights– To be heard, explanation/information,
assistance, remedies
Principles of Good Administration– Proper, fair, impartial
Customer Charters– specific commitments
Office of the Ombudsman
Good Complaints HandlingGood Complaints HandlingBenefitsBenefits
Gives a voice to the customerPromotes confidence in the organisationMeets stategic objectivesPromotes good public relationsProvides Feedback Provides quick solution to problems
Office of the Ombudsman
Good Complaints HandlingGood Complaints HandlingCharacteristics of systemCharacteristics of system
Accessible Simple Speedy Fair Impartial Confidential Effective Flexible
Office of the Ombudsman
Good Complaints HandlingGood Complaints HandlingCharacterisctis of the handlerCharacterisctis of the handler
OpenCalmNon-judgementalEmpatheticFirmAware of personal prejeudice
Office of the Ombudsman
Good Complaints HandlingGood Complaints HandlingDo’s and Don’t’sDo’s and Don’t’s
Don’tArgue with complainant
Become personal
Pre-judge issue
Delay
Fudge
Office of the Ombudsman
Good ComplaintsGood ComplaintsDo’s and Don’tsDo’s and Don’ts
Do– Focus on the customer– Know the law and customer entitlements– Respond promptly– Get full facts– Give clear explanations– Apologise, if appropriate– Use discretionary power– Use to improve the service
Office of the Ombudsman
Further InformationFurther Information
www.ombudsman.ie
Office of the Ombudsman
DiscussionDiscussion