complaints management procedure
TRANSCRIPT
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Customer complaints managementprocedure
Security classification: PUBLIC
Reference number: DSITI:PRO:002P Policy owner: Chief Change and Operations Officer
Contact officer: Integrity Services Officer 07 3719 7986 [email protected]
Version Effective Date Approved by Next review date
2.2 18 February 2016 Manager, Legal, Information and Integrity October 2017
Table of Contents
1 Associated policy ................................................................................................................... 2
2 Complaints management guiding principles ........................................................................... 2
3 Procedure .............................................................................................................................. 2
3.1 Complaint received ....................................................................................................... 2
3.2 Complaint assessed ..................................................................................................... 3
3.3 Customer complaint investigated .................................................................................. 4
3.4 Customer complaint finalised ........................................................................................ 5
4 Continual improvement and accountability ............................................................................. 6
4.1 Continual improvement ................................................................................................. 6
4.2 Accountability ............................................................................................................... 6
5 Responsibilities ...................................................................................................................... 7
6 Definitions .............................................................................................................................. 8
7 References .......................................................................................................................... 10
8 Licence ................................................................................................................................ 11
Attachment 1: Complaint form ....................................................................................................... 12 Attachment 2: Minimum data required to be held in electronic complaints register ........................ 13
Attachment 3: Customer complaint levels ..................................................................................... 14
Attachment 4: Divisional complaints coordinators ......................................................................... 15
Attachment 5: Complaint management contacts flowchart ............................................................ 16
Attachment 6: Business improvement opportunity template .......................................................... 17
Attachment 7: Suggested quarterly reporting template.................................................................. 18
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1 Associated policy
This procedure should be read in conjunction with the Customer complaints management policy.
Consult the definitions (refer to section 6 Definitions) for key terms such as ‘customer complaint’.
2 Complaints management guiding principlesThe Department of Science, Information Technology and Innovation (DSITI) will manage complaints
in line with the Customer complaints management policy guiding principles derived from the
Australian Standard AS ISO 10002-2006 Customer satisfaction – Guidelines for complaints
handling in organizations. The principles provide the basis to ensure DSITI manages complaints in
a responsive, efficient, effective, fair, and economical way.
3 Procedure
This procedure is designed to support business areas to manage customer complaints about the
service or actions of DSITI or its employees and is based on a staged approach (refer to Figure 1).
Figure 1. Complaints handling process.
This procedure does not apply to customer complaints that are managed by other mechanismssuch as service level agreements.
Where a complaint involves, or may involve, corrupt conduct by the Director-General, consult the
Policy on complaints involving the Director-General for further details.
3.1 Complaint received
A complaint may be received by DSITI from internal or external sources (e.g. the public, customers,
clients, and departmental employees) and may be received in person, via email, fax, online, over
the phone, or mail.
If a complainant does not specifically state they wish to lodge a formal complaint with DSITI, clarifythe complainant’s concerns/issues before proceeding further.
Complainants are encouraged to provide a reasonable level of information to DSITI when making a
complaint, to facilitate the timely assessment and conclusion of the matter. Details of the complaint
can be captured in the Complaint form (refer to Attachment 1). Alternatively, complaint details can
be entered directly into a local version of an electronic complaints register (refer to Attachment 2).
When collecting personal information, the complainant must be provided with the following privacy
notice:
The department is collecting your personal information for the purpose of assessing and
resolving your complaint. Your personal information will be disclosed within the
department only as necessary for the management of your complaint. Your personal
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Complaint
received
Complaint
assessed
Complaint
investigated
Complaint
finalised
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Security classification: PUBLIC Customer complaints management procedure
details will not be disclosed to any other third party or used for any other purpose
without your consent, unless authorised or required by law.
Reasonable assistance is to be provided to complainants such as providing an interpreter if the
complainant is unable to speak or write English, or is hearing or visually impaired. The costs for
arranging reasonable assistance will be met by the business area to which the complaint relates. Nocomplainant will incur a fee when accessing DSITI’s complaints handling process.
The department will manage complaints in a timely manner and as specified in the Customer
complaint levels table in Attachment 3. From time to time, complaints may require extended
timeframes. Under these circumstances the complainant should be advised and provided with
progress reports as required.
If you are unsure of any aspect of the complaints handling process, please contact your divisional
complaints coordinator listed in Attachment 4.
3.2 Complaint assessedWhen a complaint is confirmed, assess its applicability and consider if it is covered. The Complaint
management contacts flowchart in Attachment 5 provides guidance on where to refer complaints.
To establish the customer complaint level (refer to Attachment 3), consider the following:
• what outcome the complainant is seeking
• whether the complaint is impractical, frivolous or made vexatiously
• whether there is an alleged or apparent abuse of power
• the seriousness and significance for the department
• the time that has elapsed since the incident occurred
• whether it involves the broad public interest
• whether the resources required to investigate the matter would be disproportionate to the
complaint’s significance and likely outcome
• what remedies are available and whether investigation could lead to improvements in agency
processes.
Customer complaints may be addressed at one of three levels. Level 1 complaints are to be
actioned by departmental employees or local managers. Level 2 complaints are to be actioned by
the divisional complaints coordinators in consultation with the business area head or delegate.
Level 3 complaints are to be actioned by Legal, Information and Integrity.
Level 1, 2 and 3 customer complaints should be acknowledged within five business days.
Departmental employees are responsible for advising the complainant of:
• the complaint reference number
• the name and phone number to contact while the complaint is being assessed
• an expected timeframe for assessment and response
•
the privacy notice in section 3.1 (if not previously provided).
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The department has a zero tolerance towards complaints which are impractical, frivolous or made
vexatiously.
3.3 Customer complaint investigated
All customer complaints received will require some form of action to be taken. This may range fromchecking departmental records for a level 1 complaint through to a formal investigation for a level 3
complaint.
In more complex cases, investigating officers should:
• ensure they act within their power and understand their role and responsibilities
• establish a list of people to be interviewed and any files or locations to be inspected
• conduct interviews and inspect sites and documents
• gather and record information
• provide relevant information to those involved in the investigation
• give people an opportunity to comment on any adverse information before deciding whether to
act on it
• observe any legal requirements involved in making decisions
• research and apply any relevant law/legislation
• evaluate the evidence and make findings
• identify factors that contributed to the complaint arising
•
formulate recommendations• prepare a report clearly summarising the matter and results of the investigation, setting out
findings and recommendations.
The level of investigation should be consistent with the seriousness and impact of the customer
complaint.
The investigation process must be conducted fairly and objectively. Decisions should be made
based on the required standard of proof, i.e. on the balance of probabilities.
Confidentiality should be respected and maintained at all times within the constraints of the need to
investigate a customer complaint. This will be subject to any legal authorisation or requirements for
disclosure and consistent with the principles of natural justice.
Natural justice is a key element throughout the customer complaints management process and has
three main components:
1. The hearing rule – a decision-maker must receive and consider an affected person’s reply
before a decision is made.
2. The bias rule – the decision-maker must act in an impartial and unbiased manner.
3. The evidence rule – the decision-maker must have reasonable grounds or evidence upon
which the decision can be supported.
When a customer complaint is substantiated, the remedies offered must be fair to both the
complainant and the department. The remedy sought by the complainant is to be considered as the
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first option and informal resolution and compromise are to be attempted wherever possible.
Remedies should aim to restore the complainant to the position they would have been in had the
customer complaint not been necessary. Similar remedies are to be offered to other customer
complaints of a comparable nature.
Remedies may include:
• an admission/acknowledgement of fault (legal advice may be required prior)
• an apology
• a change of decision, policy, procedure, etc.
• compensation or financial assistance (e.g. refund, waiver of debt, etc.)
• the correction of misleading or incorrect records
• an explanation of how and why the problem occurred and what steps have been taken to avoid
it recurring
• a substitute product or service
• technical assistance.
When a customer complaint is unsubstantiated, where possible, the complainant should be advised
verbally prior to written advice being sent.
Written advice should be signed by an appropriately delegated officer and sent to the complainant
as formal advice of their customer complaint outcome.
3.4 Customer complaint finalised
Following the conclusion of an assessment or investigation, complainants are to be advised, as
soon as possible, of:
• the outcome of their customer complaint including adequate and well-articulated reasons for the
outcome
• any remedial action to be taken following the consideration of their customer complaint
• the avenues for review of decisions, outcomes and actions.
Level 1 and 2 complaints should be assessed and the complainant notified of the outcome in writing
within a maximum of 30 business days.
The timeframe to assess and action level 3 complaints should be determined on a case by case
basis.
Once the complainant has been notified of assessment or investigation outcomes, departmental
employees must record details directly into the electronic complaints register (refer to
Attachment 2).
Should a complainant be dissatisfied with how their customer complaint has been dealt with, they
can request their complaint be reviewed by DSITI. Internal reviews involve independent
departmental employees reviewing the process used to consider the customer complaint and/or the
merits of any decision or action taken. The review is to be undertaken by a departmental employee
who is independent of and no less senior than the original decision maker. Reviewing officers have
the authority to change prior decisions. If a complainant is dissatisfied with the internal complaints
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resolution process they may be referred to an external complaints-handling agency such as the
Queensland Ombudsman or the Office of the Information Commissioner.
4 Continual improvement and accountability
4.1 Continual improvement
Business improvement opportunities resulting from the customer complaints handling process are to
be forwarded to the appropriate business area/division for action. Divisional complaints coordinators
will complete the Business improvement opportunity template in Attachment 6 and follow up directly
with the relevant business area/division to ensure implementation.
Business improvement opportunities relating to compliance with the Information Privacy Act 2009
must be made in consultation with the Principal Right to Information and Privacy Officer in Legal,
Information and Integrity on 07 3719 7989 or [email protected].
All departmental employees must make and keep public records in accordance with the PublicRecords Act 2002 which contain all contact such as file notes, emails, meeting minutes, interviews,
etc. stored securely. The customer complaints file must also contain evidence of the methodology
used to consider the complaint along with explanations for actions taken.
Customer complaint files will be made available for internal/external review (subject to the
Information Privacy Act 2009 and the Right to Information Act 2009).
The Customer complaints management policy, this procedure, and their application, will be
reviewed annually to ensure they remain effective and appropriate tools for use by DSITI.
The department will ensure appropriate technological and other resources will be made available to
ensure the continual improvement of the customer complaints management system.
All departmental employees will be made aware of the suite of customer complaints management
documentation and their location on the department’s intranet and internet sites.
The divisional complaints coordinators in Attachment 4 will receive information and training on the
DSITI customer complaints management approach.
4.2 Accountability
Information from the electronic complaints register will be reported quarterly. Level 2 and privacy
complaints will be reported to the Quarterly Corporate Governance Forum, and level 3 complaints to
the Board of Management. Attachment 7 contains the suggested quarterly complaints managementreporting template.
Ad hoc information on complaints will also be provided to the Board of Management.
Information on customer complaints will be published on the department’s website by 30 September
each year, for the previous financial year, in compliance with Section 219A of the Public Service Act
2008.
Information relating to any disciplinary action taken and any proceedings brought for an offence
under the Information Privacy Act 2009 will be reported annually to the Minister responsible for
administering that Act.
DSITI will advise the Victim Service Coordinator of the outcome of complaints made by victims of
crime for entering into the Victim Assist Queensland complaints register.
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Security classification: PUBLIC Customer complaints management procedure
5 Responsibilities
Position Responsibilities
Board ofManagement/Corporate
Governance Forum
• Review and note information on complaints.
• Review and note level 2 and privacy complaints.
Chief Change andOperations Officer
• Determine level 3 complaint remedy in consultation with Legal, Information
and Integrity.
•
Business area heads /Divisional heads
• Determine level 2 complaint remedy in consultation with the divisional
complaints coordinator.
• Review and endorse level 2 complaints in the quarterly complaints
management report.
Legal, Information andIntegrity
• Act as liaison with divisional complaints coordinators.
• Facilitate determination of level 3 complaint remedy in consultation with the
Chief Change and Operations Officer.
• Manage and report on level 1, 2, 3, and privacy complaints.
Divisional complaintscoordinator
• Act as liaison between division and Legal, Information and Integrity.
• Determine level 2 complaint remedy in consultation with business area
head or delegate.
• Manage and report on level 1 and 2 complaints to Legal, Information and
Integrity.
Managers anddepartmental employees
• Determine level 1 complaint remedy in consultation with the divisional
complaints coordinator, where necessary.
• Manage and report on level 1 complaints to divisional complaints
coordinators.
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6 Definitions
Term Definition
Complaint A generic term referring to the expression of dissatisfaction, orally or in writing, about
the service or actions of an agency or its staff and includes a complaint received
through the Minister’s office. (Source: former Public Service Commission Directive13/06 Complaints Management Systems).
Corrupt conduct Conduct of a person, regardless of whether the person holds or held an appointment,
that –
a. adversely affects, or could adversely affect, directly or indirectly, the
performance of functions or the exercise of powers of –
i. a unit of public administration; or
ii. a person holding an appointment; and
b. results, or could result, directly or indirectly, in the performance of functions
or the exercise of powers mentioned in paragraph (a) in a way that –
i. is not honest or is not impartial; or
ii. involves a breach of the trust placed in a person holding an
appointment, either knowingly or recklessly; or
iii. involves a misuse of information or material acquired in or in
connection with the performance of functions or the exercise of
powers of a person holding an appointment; and
c. is engaged in for the purpose of providing a benefit to the person or another
person or causing a detriment to another person; and
d. would, if proved, be –
i. a criminal offence; or
ii. a disciplinary breach providing reasonable grounds for terminating
the person’s services, if the person is or were the holder of an
appointment.(Source: Crime and Corruption Act 2001).
Customer
complaint
(a) A complaint about the service or action of a department, or its staff, by a person
who is apparently directly affected by the service or action; and
(b) includes, for example, a complaint about any of the following –
i. a decision made, or a failure to make a decision, by a public service
employee of the department;
ii. an act, or failure to act, of the department;
iii. the formulation of a proposal or intention by the department;
iv. the making of a recommendation by the department;
v. the customer service provided by a public service employee of thedepartment. (Source: Section 219A of the Public Service Act 2008).
Departmental
employees
All officers and employees of DSITI whether their employment status is permanent,
temporary, contract, casual, volunteer and/or on secondment from another department
and contractors.
Divisional heads The most senior officers in charge of departmental divisions.
Electronic
complaints
register
A register of complaints as described in the Customer complaints management
procedure.
Frivolous Of little or no weight, worth, or importance. (Source: The Macquarie Dictionary).
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Security classification: PUBLIC Customer complaints management procedure
Term Definition
Fundamental
principles of
just ice
Principle 1 – Fair and dignified treatment
The victim (including, for this principle, a witness to an act of violence) will be treated
with courtesy, compassion, respect and dignity. Particular needs of the victim including
the victim’s age, sex, gender, race, cultural or linguistic diversity, sexuality, impairment
or religious beliefs will be taken into account.Principle 2 – Privacy of victim
A victim’s (including, for this principle, a witness to an act of violence) personal
information, including their address and telephone number, must not be disclosed to
any unauthorised persons.
Principle 3 – Information about services
The victim will be given timely information on relevant support services available to
them, including welfare, health, counselling, medical, legal help, financial assistance
and compensation to the extent that giving the information is relevant to the
department’s functions or is otherwise reasonable and practicable for the department to
give the information.
(Source: Victims of Crime Assistance Act 2009).
Impractical For the department, means that it would not be practical to investigate a complaint.
(Source: The Macquarie Dictionary).
Natural just ice It is important that staff members who are the subject of a complaint are afforded
natural justice. Natural justice requires decision-makers to be impartial and to act fairly.
The obligation to accord natural justice is one of the fundamental underpinnings of
government decision making. Natural justice is the right to be given a fair hearing, to
present one’s case and to have a decision made by an unbiased decision maker. It
consists of the hearing rule and the bias rule. The hearing rule provides that there is a
common law duty to act fairly in the making of administrative decisions which affect
rights, interests and legitimate expectations. The bias rule requires that a particular
decision-maker should not make a decision where the circumstances would lead to
reasonable doubt about their impartiality. You accord natural justice by ensuring that
you give the person an administrative hearing, which is most often accomplished by an
exchange of letters between the decision-maker and the person. The administrative
hearing must happen before the decision is made or a settled view is formed. The
person must be given a reasonable opportunity to respond, based on the complexity of
the material and the urgency of the decision. When considering the material and the
response, the decision maker must be impartial and give the submission genuine
consideration. (Source: www.oic.qld.gov.au).
Personal
informationInformation or an opinion, including information or an opinion forming part of a
database, whether true or not, and whether recorded in a material form or not, about an
individual whose identity is apparent, or can reasonably be ascertained, from the
information or opinion. (Source: Information Privacy Act 2009).
Privacy complaint A complaint by an individual about an act or practice of the department in relation to the
individual’s personal information that is a breach of the department’s obligation underthe Information Privacy Act 2009.
(Source: Information Privacy Act 2009).
Public Interest
Disclosure
Has the meaning given to the term in the Public Interest Disclosure Act 2010.
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Term Definition
Reprisal (1) A person must not cause, or attempt or conspire to cause, detriment to another
person because, or in the belief that:
(a) the other person or someone else has made, or intends to make, a public
interest disclosure; or
(b) the other person or someone else is, has been, or intends to be, involved in
a proceeding under the Act against any person.
(2) an attempt to cause detriment includes an attempt to induce a person to cause
detriment.
(3) a contravention of subsection (1) is a reprisal or the taking of a reprisal.
(4) a ground mentioned in subsection (1) as the ground for a reprisal is the unlawful
ground for the reprisal.
(5) for the contravention mentioned in subsection (3) to happen, it is sufficient if the
unlawful ground is a substantial ground for the act or omission that is the reprisal, even
if there is another ground for the act or omission.
(Source: Public Interest Disclosure Act 2010).
Vexatious For a person, intended to irritate, annoy, provoke, make angry.
(Source: The Macquarie Dictionary).
Victim A person who has suffered harm:
• because a crime is committed against the person
• because the person is a family member or dependant of a person who has died or
suffered harm because a crime is committed against the person, or
• as a direct result of intervening to help a person who has died or suffered harm
because a crime is committed against that person.
(Source: Victims of Crime Assistance Act 2009).
7 References
The requirements set out in this document are based on, and are consistent with, relevant
government legislation, regulations, directives, information standards and/or policies at the time of
publication.
Legislation and regulations
Crime and Corruption Act 2001
Information Privacy Act 2009
Public Interest Disclosure Act 2010
Public Records Act 2002
Public Service Act 2008
Right to Information Act 2009
Victims of Crime Assistance Act 2009
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Security classification: PUBLIC Customer complaints management procedure
Queensland Government documents
Code of Conduct for the Queensland Public Service
Public Service Commission Directive 02/14 Appeals
Public Service Commission Directive 13/06 Complaints Management Systems Queensland Procurement Policy
DSITI documents
Customer complaints management policy
Policy on complaints involving the Director-General
Employee complaints resolution policy and procedure
Fraud and corruption prevention policy, reporting guideline and control plan
Prevention and management of corrupt conduct and public interest disclosures policy
Other resources
Australian and International Standard AS ISO 10002 – 2006 Customer Satisfaction – Guidelines for
complaints handling in organizations
Queensland Ombudsman Guide to developing effective complaints management policies and
procedures
Queensland Ombudsman – Effective Complaints management fact sheets
Queensland Ombudsman – Effective complaints management self-audit checklist.
8 Licence
The Customer complaints management procedure by The State of Queensland,
Department of Science, Information Technology and Innovation is licensed
under a Creative Commons Attribution 4.0 International licence.
To view a copy of this licence, visit http://creativecommons.org/licenses/by/4.0/.
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Legal, Information and Integrity Security classification: PUBLIC
Attachment 1: Complaint form
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Security classification: PUBLIC Customer complaints management procedure
Attachment 2: Minimum data required to be held in electronic complaints regis ter
C o m p l a i n t n u m b e r *
D a t e r e c e i v e d
N a m
e o f e m p l o y e e t o w h o m
c
o m p l a i n t w a s m a d e
S e
r v i c e / e m p l o y e e a r e a
l o c a t i o n
M o d e o f c o m p l a i n t
( e m a
i l / l e t t e r / t e l e p h o n e e t c . )
L e v e l ( 1 , 2 , 3 )
P r i
v a c y n o t i c e g i v e n Y / N
Nature of complaint
E m
p l o y e e d e a l i n g w i t h
c o m p l a i n t
O
u t c o m e / r e s o l u t i o n
A c t i o n t a k e n
D a t e c o m p l a i n a n t n o t i f i e d
M e t h o d b y w h i c h
c
o m p l a i n a n t n o t i f i e d
B u
s i n e s s i m p r o v e m e n t s
r e q u i r e d Y / N
R e s p
o n s e t i m e
C o
m p l a i n t s o f a s i m i l a r
n a t u r e
Service / Product Employee Other(e.g.
privacy)
C o s t
Q u a l i t y
T i m e
O t h e r
C o n d
u c t
S k i l l /
k n o w
l e d g e .
O t h e r
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Attachment 3: Customer complaint levels
Customer complaints received by the department may be addressed at one of three levels.
Level 1 Level 2 Level 3
Definition Level 1 complaints are generallystraightforward with minimal potential toimpact on the department. Such complaintsare generally able to be concluded at thepoint of service although they may requiresome assessment and/or investigation.
Level 2 complaints are generally of a morecomplex or serious nature and have thepotential to impact negatively on thedepartment. Such complaints will requireassessment and/or investigation.
Level 3 complaints are generally complexand significant in nature and have thepotential to impact negatively on thedepartment and/or cause lasting detriment.Such complaints will require comprehensiveassessment and/or investigation.
Examples ofcomplaints Errors in records (e.g. incorrect address);incorrect invoice has been sent outrepeatedly; a departmental employee did notturn up to undertake a job despite repeatedrequests; repeated failure to respond to arequest for service.
Industry or customer dissatisfaction with anelement of departmental operations; programexpenditure/progress is unsatisfactory; adepartmental employee disclosed a client’spersonal information to a party outside thedepartment, etc.
Departmental action has threatened theoperations or viability of a private businessor other government department; a businessarea disposed of copies of documentscontaining sensitive personal information inan unsecured manner resulting in a partyoutside the department gaining access tothe files, etc.
How complaintis to b e received
These complaints may be received verballyor in writing.
These complaints should be submitted inwriting.
These complaints should be submitted inwriting.
Who is to d ealwith thecomplaint?
Level 1 complaints should be dealt with bydepartmental employees or local managerswithin the business area.
Level 2 complaints must be dealt with by thedivisional complaints coordinator inconsultation with the business area head ordelegate.
Level 3 complaints must be dealt with byLegal, Information and Integrity.
Escalation If a level 1 complaint is unable to beconcluded by departmental employees orlocal managers, the complaint will bereferred to the divisional complaints
coordinator as a level 2 complaint.
If a level 2 complaint is unable to beconcluded by the divisional complaintscoordinator it should be reviewed by thedivisional head before it is referred to Legal,
Information and Integrity as a level 3 complaint.
If a level 3 complaint is unable to beconcluded by Legal, Information andIntegrity the complainant should be advisedof review options.
Timeframes Written level 1 complaints should beacknowledged within five business days. Alllevel 1 complaints should then be assessedand the complainant notified of theassessment outcome within a maximum of30 business days.
Level 2 complaints should be acknowledgedin writing within five business days. Thecomplaint should then be assessed and thecomplainant notified of the assessmentoutcome in writing within a maximum of 30business days.
Level 3 complaints should be acknowledgedin writing within five business days. Thetimeframe to assess and action thecomplaint should be determined on a caseby case basis.
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Security classification: PUBLIC Customer complaints management procedure
Attachment 4: Divisional complaints coordinators
Division/Business area Divisional complaints coord inator
Internal Audit
Head of Internal Audit
GPO Box 474 Brisbane Qld 4001
Phone: 07 3215 3720
Email: [email protected]
Strategic Policy and Innovation
Manager, Business Performance UnitGPO Box 5078 Brisbane Qld 4001Phone: 07 3719 7830Email: [email protected]
Change and Operations
Principal Advisor, Office of the Chief Change and Operations OfficerGPO Box 5078 Brisbane Qld 4001Phone: 07 3719 7801Email: [email protected]
Science
Manager, Business Services
GPO Box 5078 Brisbane Qld 4001
Phone: 07 3170 5449
Email: [email protected]
Digital Productivity and Services
Senior Advisor, Office of the Assistant Director-General
GPO Box 2454 Brisbane Qld 4001
Phone: 07 3719 7732
Email: [email protected]
Strategic ICT
Principal Advisor, Office of the Assistant Director-General
GPO Box 5078 Brisbane Qld 4001
Phone: 3719 7981
Email: [email protected]
Queensland Shared Services
Principal Advisor, Office of the Assistant Director-General
GPO Box 474 Brisbane Qld 4001Phone: 07 3721 9833
Email: [email protected]
All other business areas
Manager, Legal, Information and Integrity
GPO Box 5078 Brisbane Qld 4001
Phone: 07 3719 7982
Email: [email protected]
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Attachment 5: Complaint management contacts flowchart
Complaint received
by department
Does complaint
relate to either of
the following?
• Corrupt
conduct
• Public interest
disclosure
• Privacy breach
• Access
application
decision
Contact Legal,
Information
and Integrity
For corrupt conduct and public
interest disclosure complaints
contact 07 3719 7982 or
For privacy breach and access
application decision complaints
contact 07 3719 7985 or
[email protected] [email protected]
Complaints covered
by other
mechanisms
Does the complaint
relate to the corrupt
conduct of the
Director-General?
Contact one of
the nominated
persons
Complaint covered
by other
mechanisms
Does the complaint
relate to an
employee complaintor appeal?
Contact
HumanResources
Complaint covered
by othermechanisms
Does the complaint
relate to a
contractual matter?
Contact the
local managerComplaint covered
by other
mechanisms
Yes
No
No
Yes
No
Yes
Yes
Yes
Complaints covered
by other
mechanisms
Does the complaintrelate to a
procurement
matter?
No
Contact
Procurement
Services
Complaint covered
by other
mechanisms
Yes
Does the complaint
relate to the service
or actions of the
department or its
employees?
No
Contact the
relevant
Divisional
complaints
coordinator
Refer to Attachment
4 for full detailsYes
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Security classification: PUBLIC Customer complaints management procedure
Attachment 6: Business improvement opportunity template
Complaint number:
Date:
Prepared by:
Issue Recommendation Business area/divisionresponsible forimplementingrecommendation
Timeframe toimplement
Date finalised
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Legal, Information and Integrity Security classification: PUBLIC
Attachment 7: Suggested quarterly reporting template
Purpose
To collect data and provide the Quarterly Corporate Governance Forum with the details of level 2
complaints for [Division] for the quarter ended [date].
Background
The [Division] is committed to effectively handling complaints in a timely and professional manner.
This report advises the number and nature of level 2 complaints including service/product related
complaints, privacy complaints, as well as complaints regarding [Division] employees.
This report also advises the time taken to conclude complaints and highlights any significant trends
and issues.
Level 2 complaints
Summary
Number of complaintsoutstanding fromprevious quarter
Number of newcomplaints lodged thisquarter
Number o f comp laintsfinalised this quarter
Total number ofcomplaintsoutstanding at end ofquarter
Nature of new level 2 complaints this quarter
Type/subject of complaint Number of new complaints thisquarter
Percentage of new complaints
Service/product (cost) %Service/product (quality) %
Service/product (time) %
Service/product (other) %
Staff (conduct) %
Staff (skill/knowledge) %
Staff (other) %
Other (e.g. privacy) %%
Time taken to conclude the level 2 complaints f inalised this quarter
Timeframes Number Percentage Comments
Within 30 business days %
Longer than 30 business days %%
Trends and issues
Significant trends or issues for attention …..
A large proportion of complaints this quarter related to concerns regarding …..
Additional analysis indicates that …..
Recommendations have been made to ….. and therefore …..
The following business improvement recommendations are outstanding at the end of the current
quarter: