2014 loraine dartnell working together for better complaint management
TRANSCRIPT
Working together for better complaint
management
finding inspiration
the relationship between dispute resolution and complaints management
Legal system
External Dispute
Resolution
Mediation
Complaint management
the relationship between mediation and complaints management
Mediation Complaint Mgt
Process standards
Australian National Mediator Standards
AS/ISO10002 – International Standard on Complaint Handling
People standards
Australian National Mediator Standards
Complaints Handling Guidelines (draft)
Settings
Face-to-face, phone, online, 1:1, groups
Phone, email, in writing, face-to-face, tribunals
Role of facilitator
Enable parties to reach agreement Negotiate a mutually agreeable resolution – get agreement
complaint management systems and processes
Frontline resolution
• Call centres
Internal escalation
• Customer Relations (Internal Dispute Resolution)
External Dispute Resolution (EDR)
• Ombudsman
• Tribunals
Complaints Managers
Superheroes of the corporate world
benefits of cross training in dispute resolution
• Keeps it interesting • Broadens your skills and experience • Makes you better at your job • Increases your career prospects • Improves industry standards • Achieves better outcomes
mediation in complaint handling
Benefits of mediation in complaint handling: • Neutral third party increases trust • Expedite decisions and outcomes • Identify options you hadn’t
considered • Strengthen position with EDR
bodies • Mend the relationship not just
resolve the complaint
