Complaints Handling
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In a recent BRW survey of Australia's fastest growing companies, 96% of respondents nominated the handling of complaints as the second most important issue for their customers. The implementation of an effective complaints handling system is also recognized as a key element of all effective Compliance, Risk Management and Corporate Governance Programs.
So how do you go about implementing a complaints handling system? A good starting point is the Australian and International Standard for Complaints Handling (AS ISO 10002-2006) which provides a framework that can be adopted by most businesses. Premium has "demystified" these standards and produced a Complaints Handling Program which can be easily tailored for your business.
Premium’s Complaints Handling & Dispute Resolution Programs are designed to:
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| Increase client satisfaction levels and enhance the quality of client relationships;
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| | Recognise, promote and protect clients' rights, including the right to comment and complain;
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| | Provide an efficient, fair and accessible mechanism for resolving client complaints promptly, fairly and effectively;
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| | Provide information to clients on the Complaints Handling Procedures; and
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| | Monitor the nature of complaints to improve the quality of services and assist in the identification of recurring or systemic issues.
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Premium has developed the CompliSpace online management tools that bring complaints handling alive in your organisation. For more details visit the CompliSpace website
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