When we make a complaint about products, services, staff, or the handling of a complaint we expect an effective response or resolution. An effective complaints handling system provides benefits to the public and the organisation and is fundamental to the provision of a quality service. Standards Australia has revised the standard on complaints handling and encourages views and input from a wide cross section of the public on the draft publication during the public comment stage. Login to Standards Australia Connect to browse the draft of AS 10002 Guidelines for complaint management in organisations which is open for Public Comment until 29th September 2021.
The objective of this document is to provide guidance on complaint management within all types of organizations, including the planning, design, implementation, operation, maintenance and improvement of a complaint management system. It enables consistency in the effective treatment of complaints, particularly in a global marketplace. Properly handled complaints result in improved organizational reputation, regardless of the organization’s size, location, or sector.
The standard was prepared by the Australian members of the Joint Standards Australia/Standards New Zealand Committee QR-015 Complaints Handling, to supersede AS/NZS 10002:2014. The document is based on but not equivalent to ISO 10002:2018. CFA supports a representative to participate on this committee, bringing the consumer stakeholder contribution to the process and ensuring a robust standard of benefit to the community.
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