scope:

This Standard provides guidance on complaint management within an organization, including the planning, design, operation, maintenance and improvement of the organization's complaint management system.

This Standard emphasises that active commitment at the organization's highest level is essential for effective complaint management (see Clause 6.2). This Standard seeks to provide-

(a) enhanced public confidence in the organization by creating an environment that encourages feedback and complaints, and sees complaints managed in a timely and fair manner;

(b) recognition of the needs and expectations of complainants;

(c) an open, accessible and effective complaints process;

(d) a system that can be used by the organization to analyse, evaluate and audit complaints and their outcomes in order to deliver quality improvements; and

(e) a mechanism for reviewing the effectiveness and efficiency of an organization's complaint management practices and outcomes.

NOTE: Guidance on complaint management for small businesses is given in Appendix A.

The organization is required to conform with any statutory obligations it has, and might be obliged to comply with best practice guidance as set out by relevant external review accountability and regulatory bodies.

This Standard is not intended to change any rights or obligations of the organization as set out by such statutory or regulatory requirements.

This Standard is not applicable to disputes referred outside the organization for resolution or for employment related disputes including grievances.