Complaint Handling Manual

From the Chief Executive Offi cer

Dear Colleagues,This Complaint Handling Procedures Manual is to be followed by Council staff to provide the best possible service to our customers. By handling complaints promptly and effectively we can turn dissatisfi ed customers into satisfi ed customers.

The benefi ts to the Town of Bassendean in having an effective complaint handling system are:• identifying areas that need improvement• providing a second chance to ‘get it right’ and ensure unhappy customers are

satisfi ed• strengthening community confi dence and support in Council’s ability to resolve

important issues of concern• saving valuable time and money by avoiding ongoing disputation.

Complaints should be seen as a learning experience and a positive opportunity to improve services by taking corrective action to eliminate any similar problems in the future.

Bob Jarvis

Approved September 2017

What is a complaint?

“A complaint is an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the Council and its staff , aff ecting an individual customer or group of customers.”

What is not a complaint for the purposes of these procedures?

• An allegation of offi cial misconduct or corruption by an offi cer or councillor which would need to be referred to the Public Service Commissioner, Crime and Corruption Commission or be the subject of a Public Interest Disclosure. These should be referred to your director in the fi rst instance.

• A request for a service, complaint about a neighbour or animal, or questions—these should be referred to the relevant offi cer or the manager of the business unit.

• An unsubstantiated and abusive allegation about a staff member.• A service request, question or complaint that has already been responded

to and the person is refusing to accept the response. This should be referred to the offi cer who provided the original response.

• Any complaint which is accompanied by abusive or defamatory statements or bad language.

• Any person who is not prepared to identify themselves over the telephone or who lodges an anonymous complaint.

What is a Complaint Handling System?

A complaint handling system is an organised way of responding to, recording, reporting and using complaints to improve service to customers.

It includes procedures for customers to make complaints, guidelines for staff to resolve complaints, and provides information to managers and staff that can assist them to prevent customer dissatisfaction happening in the future.

Why do people complain?The fi rst and most obvious reason why people complain is because they are unhappy.

Some reasons customers complain:• Poor communication.• Insuffi cient information about services or

policies of the organisation.

ResolutionSometimes resolving the complaint involves:• simply listening to the person’s concerns• giving more information• providing an explanation• suggesting a solution• expressing empathy and understanding where

there is no solution• giving a polite apology for any mistakes made.

What can be learned from complaints?Complaints are a valuable source of information.

By analysing complaints you can learn:◆ Where things went wrong.Ask yourself these questions:

• Was this kind of problem or complaint foreseen?• Is it confi ned to one area only?• Was there a system in place to deal with such a problem?• Was the system operating as it should have?• If not, why did the system fail?

◆ How we can do better in the future.Ask yourself these questions:

• Could this kind of problem or complaint occur again? • What is the likelihood of it happening again? • Is there a cost-effective way of preventing it happening again?

The Role of Front Line StaffAn important part of your job is responding to and resolving complaints.

How you act when a customer complains to you is important.

The customer wants:• to be taken seriously• to be treated with respect

and not judged• immediate action• to clear the problem so it

never happens again• to be listened to.

What you can do:• make it easy for unhappy customers to tell you what the problem is• listen carefully—arrange for sign/language interpreters or advocates if required• handle complaints quickly, within established timeframes, and in a friendly manner• be positive and focus on solving the problem rather than blaming or fi nding fault• offer solutions which you are able to deliver• take responsibility for solving the problem on the spot if possible• record the complaint in SynergySoft/Customer Services/Customer Requests• pass the information on to your Manager.

5. RECORD THE COMPLAINT Use the customer requests

system in SynergySoft.

4. OFFER SOLUTIONS Only do this if you

are able to deliver.

3. ESTABLISH TIMEFRAMES Handle complaints quickly.

2. BE POSITIVE Focus on solving,

rather than blaming.

1. LISTEN CAREFULLY Make it easy for the

complainant.

The Complaint Handling ModelFront Line Complaint Handling• Staff to resolve complaints wherever possible at fi rst contact or advise

supervisor immediately who will seek to resolve dispute.

• Staff or supervisor records complaint details in the customer requests system in SynergySoft.

• Business Unit Manager ensures the complaint details in SynergySoft are accurate and up-to-date.

• If the matter is not resolved at Level 1 then proceed to Level 2.

Level

Level

Level

Level

4

3

1

2Internal Review or Investigation• Relevant Director, or Executive Assistant

to the CEO review and investigate unresolved complaints.

• If the matter is not resolved at Level 2 then proceed to Level 3.

CEO Review or Council Disputes Resolution Committee• Informal hearing before CEO independently.

• The CEO or Mayor may also convene the Council Disputes Resolution Committee consisting of the Mayor or Mayor’s delegate, the CEO and, if appropriate, an independent community member or the relevant Director. If the complaint is from a Hyde Retirement Village resident, the Committee shall consist of the Mayor or CEO or their delegate, an independent community member agreed upon by the complainant and the Town, and a representative appointed by the Village.

External Independent Review• If the complainant is still unhappy advise them of their right to seek an

external review.

For example:

• Alternative dispute resolution through mediation or other means.

• Referral to external agency, such as the Ombudsman.

• Complainant informed of appeal procedure or other legal remedy.

Responding to a complaintBasic principles:• allow the complainant to be heard

• make the complainant feel understood

• make the complainant feel respected

• provide an explanation or information

• offer an apology where appropriate

• take action promptly.

Verbal complaints• Listen to the customer courteously.

• Record the customer’s details and complaint in SynergySoft.

• Repeat your understanding of the problem back to the customer to check that you have understood.

• If the complaint is unclear, ask what it is they want to happen or have done.

• Decide what action you can take on the spot to resolve the complaint.

• Ask the customer if that action will resolve the complaint.

• Take the agreed action.

• Complete the recording of the complaint.

Written complaints – responding by phone

• Decide what action you can take to resolve the complaint.

• In your replying letter, write:

• that you have received the complaint• your understanding of the problem• suggested action to resolve the

complaint• what will happen next• your name and phone number as

contact.• Take the agreed action.

• Record the complaint.

• Thank the customer for providing feedback to you.

Written complaints – responding by letter

• Acknowledge the complaint promptly.

• Repeat your understanding of the problem to the customer.

• Decide what action you can take to resolve the complaint.

• Ask the customer whether that action will resolve the complaint.

• Tell the customer what will happen, who will be dealing with the matter and how they can be contacted.

• Take the agreed action.

• Record the complaint in the customer requests system in SynergySoft.

Recording ComplaintsVerbal complaintsComplaints received by telephone, across the counter or by direct face-to-face contact should be recorded in the customer requests system in SynergySoft.

The details must include the complainant's address and contact details and a summary of the complaint. Staff should read back to the complainant the information recorded to ensure that it accurately records the complainant’s problem.The customer requests system in SynergySoft should be used for recording follow-up action including corrective and preventative action.Once the customer request has been closed by the business unit manager or responsible staff member, the complaint record should be fi led on the property or relevant general fi le.

Written complaintsWritten complaints are to be recorded in the customer requests system in SynergySoft. Preventative and corrective action should also be recorded in the customer requests system in SynergySoft.

Council staff are

committed to dealing

effectively with

complaints and turning

dissatisfied customers

into satisfied customers.