This policy enables the department to effectively manage complaints. It supports the resolution of complaints in a consistent, systematic, timely and cost-effective manner, and enhances the department’s reputation by strengthening public confidence
in its business processes. This policy also provides the department with information to facilitate improvements in service delivery.
The department’s approach to complaint management is consistent with the Public Sector Commissioner’s Circular 2009-27 — Complaints Management, as well as provisions and guidelines contained in the following:
This policy deals with how complaints are to be managed and the importance of value adding based on feedback from customers relating to programs and services provided by the department. It applies to all staff, volunteers and contractors. The
Director General, Corporate Executive and Corporate Governance have defined responsibilities in terms of how this policy is to be managed.
A complaint for the purpose of this policy is aligned to AS/NZS 10002:2014, which is defined as an ‘expression of dissatisfaction made to, or about an organisation, related to its products, services, staff or the handling of a complaint,
where a response or resolution is explicitly or implicitly expected or legally required.’
The Standard identifies certain matters that are not subject to the complaint procedure including:
The Director General is accountable for, and Corporate Executive are responsible for:
The Executive Director Corporate Services is responsible for:
Directors and Managers are responsible for:
Corporate Governance is responsible for:
All staff, volunteers and contractors are responsible for:
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