Upload
ryanchan
View
1.587
Download
0
Embed Size (px)
DESCRIPTION
Citation preview
International best practice International best practice approaches to complaints handlingapproaches to complaints handling
Dr. Richard Boyle
Senior Research Officer
Institute of Public Administration
Dublin
Presentation at HKEU seminar 11th December 2008
IntroductionIntroduction
Complaints handling often misunderstood and under appreciated
Primary focus of the presentation is on internal complaints handling
What is a complaint?What is a complaint?
Any expression of dissatisfaction that needs a response
Where a decision or action is taken relating to the provision of a service which, it is claimed, is not in accordance with the rules, practice or policy of the organisation or the generally accepted principles of equity and good administrative practice and which adversely affects the person concerned
Why is good complaints handling Why is good complaints handling important?important?
Complaints provide a window on systemic problems
Complaints can stimulate improvement Good complaints handling can defuse a
crisis The price of failure is high
McMillan, 2007
Ways in which people can lodge a Ways in which people can lodge a complaintcomplaint
TelephoneIn personCustomer comment cardMailEmailLink from the websiteBlogs and chatrooms
Encouraging complaintsEncouraging complaints
People often don’t know how to complain. They need to be encouraged:
developing specific information and resources: fact-sheets, posters, translated information, brochures
regular publications: newsletter, email alerts website as a recognised source of information and
useful links flexible distribution strategies: email, face-to-face,
mail-outs, libraries, government and community agencies
promotional ‘goodies’: fridge magnets, pens
People may fear complaining or People may fear complaining or lack confidence in the systemlack confidence in the system
Fear of discrimination or harassment– Inform clients that they will not be
discriminated against as a result of making a complaint
– Establish internal follow-up procedures to address the risk of discrimination against clients who lodge a complaint
Staff may also have concerns
First steps in establishing a First steps in establishing a complaints handling systemcomplaints handling system
Identify good practice complaints handling principles
Conduct a risk assessment:– Level of consequence versus likelihood
of recurrence
Dealing with cross-cutting and Dealing with cross-cutting and complex complaintscomplex complaints
Respective roles and responsibilities in administering legislation, making policy and handling complaints should be clearly spelt out and visible to the public
A standardised complaints handling system
An overseeing body/function? Specialist staff for complex, high profile
complaints
Dealing with difficult Dealing with difficult complainantscomplainants
Challenges of dealing with habitual or vexatious complainants
Good guidance, backed up by skills development, is crucial
The impact of information and The impact of information and communications technologiescommunications technologies
Using websites for complaints handling
Complaints trackingBlogs and Web 2.0Not forgetting the computer illiterate
and those without access
Quality assuring complaints Quality assuring complaints handlinghandling
Need for quality control measures in the handling of complaints
Tracking a sample of complaints from initiation to closure
Creating a supportive climateCreating a supportive climate
Role of senior managementRelationship between the complaints
manager and chief executiveIntegrating complaints handling with
human resource practices such as performance appraisal and training and development
The complaints ladderThe complaints ladder
First stage: The intake officer screens the complaint and registers it if it is appropriate. Then front-line staff attempt to resolve it.
Second stage: When clients are still dissatisfied, a more senior official or a complaints officer investigates their complaints and reports the results to them.
Third stage: Consider using mutually acceptable, alternative dispute resolution mechanisms such as mediation. If this is not possible, a third party could arbitrate the matter.
Ensuring lesson learningEnsuring lesson learning
Promoting system-wide lesson learning in good practice
Variety of players – central agencies, Ombudsman and Audit offices
ConclusionConclusion
We must expect dissatisfied customers. We have choices about how the public can express that dissatisfaction
To the greatest possible extent, complaints should be handled at a local level
Handling complaints effectively is not just about value for money. It is about establishing a responsive relationship between the apparatus of the state and the people who use this apparatus (House of Commons Public Administration Select Committee)