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Part 1
Setting up a complaints system
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What is a
complaint?
 | A working definition of
a complaint is 'any expression of dissatisfaction that
needs a response'. But you should choose the most
relevant and least restrictive definition to suit your
circumstances. And you should then apply this definition
consistently across all your services. |
| If the person
contacting you thinks it is a complaint, then it is,
whatever you think. On the other hand, someone may make a
comment that highlights a part of your service you could
improve, and may not call it a complaint. The important
thing is to record it, and take the opportunity to
improve your service. |
| A complaint may be
about service delivery or policy. This guide deals mainly
with complaints about service delivery, but you should
also be able to tell users who want to complain about
policy how to go about it. |
Why worry about
complaints?
| Information from
complaints is free feedback about your service. This is
the best form of free market research you can
get. |
| Handling complaints
properly shows how important customer care is to your
organisation. It shows that you:
- listen to your users;
- learn from your mistakes; and
- are continually trying to improve your
service. |
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Aberdeenshire Council have produced a leaflet for staff
called Handling Complaints: a procedure for employees.
The opening paragraph summarises the importance of
complaints:
Complaints can be a
useful source of information about how others see us, and
how we are serving our customers. Whether the complaint is
justified or not, the person making the complaint feels
aggrieved with the council. Dealing with complaints
courteously and effectively can do much to restore the
person's confidence in the council for the
future.
Contact: Dr Vilma
McAdam, Policy Officer (Quality and Improvement),
Aberdeenshire Council. Phone: 01224 664906.
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Basic principles of
effective complaints systems
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A complaints system should be:
| easy to access
and well publicised;
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| speedy -
with fixed time limits for action and keeping people
informed of progress;
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| confidential
- to protect staff and those who complain;
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| informative
- providing information to management so that
services can be improved;
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| simple to
understand and use;
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| fair -
with a full procedure for investigations;
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| effective
- dealing with all points raised and providing
suitable remedies; and
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| regularly
monitored and audited - to make sure that it is
effective and improved.
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