GUIDE TO EFFECTIVE COMPLAINTS MANAGEMENT

OBJECTIVES Definition of a Complaint Value of Complaints Complaints Handling Framework Complaints handling Process Complaint management model Redress mechanism Learning from complaints

WHAT IS A COMPLAINT ? Complaints are an important way for the management of an organization to be accountable to the public; As well as provide valuable prompts to review organizational performance, And the people (staff) that work within and for it. Definition: “Expression of dissatisfaction made to an organization(s), related to its products/services or the complaints-handling process itself, where a response or resolution is explicitly or implicitly expected”.

Anyone receiving or seeking a service from the organisation, including where appropriate anyone authorized by those unable to lodge the complaint personally.

DO YOU VALUE COMPLAINTS? Monday, April 08, 2019

THE VALUE OF MDAs should use complaints information from the public in the following ways: To provide a suitable remedy to a complainant A person who has been disadvantaged by poor administrative practice should be given suitable remedy to fully deal with the problem To maintain good relations with the public and build ‘loyalty’ Public support should be important to all agencies, even when they are the sole providers of a service.

VALUE OF COMPLAINTS To evaluate and improve programs and services Complaints information can strengthen an agency by highlighting areas of improvement in its services and programs. To inform decision making about future service delivery Thinking ahead Assist in the development and implementation of new programs (in accordance with Government policy) Make systems work more effectively. 4/8/2019

THE ORGANIZATION NEEDS: CUSTOMER WANTS: THE ORGANIZATION NEEDS: a user friendly complaint handling system a user friendly system for accepting feedback to be heard and understood clear delegations & procedures for staffs to deal with complaints and provide remedies to be respected a recording system to capture complaint data an explanation to use complaint data to identify problems and trends an apology to improve service delivery in identified areas action as soon a possible

COMPLAINTS HANDLING FRAMEWORK Commitment Every organization should be actively committed to effective and efficient complaints handling led by and promoted from , the top management. A strong commitment to responding to complaints should allow both personnel and the public to contribute to service improvement This is reflected in definition, adoption and dissemination of policy/procedures for resolving complaints Management commitment is shown by the provision of resources, including training.

COMPLAINTS HANDLING FRAMEWORK Policy Top management should establish an explicit customer-focused complaints handling policy The policy to be made available to, and known by all. The policy should be supported by procedures and objectives of each function and personnel role included in the process. 4/8/2019

COMPLAINTS HANDLING FRAMEWORK Responsibility and Authority Establish top management responsibility Ensure complaints-handling process (chp) is established Identify and allocate resources Communication to customers on the chp Periodic review of chp Establish complaints handling management representative responsibility Establish a process of performance monitoring, evaluation & reporting Report to top management on the chp and recommendations for improvement Efficient and effective operation of the process. Establish responsibility for all other staff 4/8/2019

THE PRINCIPLES OF HANDLING COMPLAINTS CORRECTLY Getting it right Being customer/citizen focused Being open and accountable Acting fairly and proportionately Putting things right Seeking continuous improvement

WHAT IS A COMPLAINT HANDLING SYSTEM? Complaint handling system is an organizational mechanism of handling, managing, responding and reporting citizens complaints Staff or service users are aware of how it works Have an input into its development

IMPORTANCE OF A COMPLAINT HANDLING SYSTEM Provide an efficient, fair and accessible mechanisms for resolving user complaints. Provide information to users on the complaints handling process. Promotes good decision making. Fosters good relations with the public. Allow for monitoring of complaints and endeavor to improve the quality of services Increase the level of user satisfaction with the delivery of services and enhance the user/agency relationship

ESSENTIAL FEATURES OF A GOOD COMPLAINTS HANDLING SYSTEM Effectiveness Accountability Commitment Well Documented Fairness Time scale Accessibility

EFFECTIVE COMPLAINTS HANDLING PROCESS MDAs should plan and design an effective and efficient complaints handling process in order to increase citizens satisfaction. The process should include a set of interrelated activities that function harmoniously and use resources to conform to complaints handling policy in order to achieve the set objectives. An agency should take into account the best practices of other organizations with regard to complaints handling. 4/8/2019

COMPLAINTS HANDLING PROCESS 4/8/2019

COMPLAINTS MANAGEMENT MODEL There are many models for effective complaint handling, and the choice of model MUST be suited to the work, structure and size of an organization and the needs of its clients. INDICATE: Whether complaints may be submitted electronically, in writing, verbally or in person; How complaints will be recorded and what data will be recorded; What assistance will be provided to complainants; Responsiveness to cultural needs i.e. interpretation services; Who will review particular matters having regard to the need for independence, expertise & seniority; Procedures to be followed by relevant personnel; on handling, communication, data collection, reporting and analysis. Assistance Provided to complainants: Explained through the complaints management process This would include advising complainants of how to make a complaint, helping a complainant document or providing assistance for people with special needs (pwd) 4/8/2019

PROVIDING REMEDIES AND REDRESS If an investigation of a complaint determines that the service provided by an organization to an individual is unsatisfactory and the organization in some way has contributed to these, the organization should provide redress to remedy the situation. Circumstances that warrant the provision of redress and remedies by an organization may include arise due to: Poor communication resulted in misunderstandings or misapprehensions An inadequate or unfair process was used to arrive at a decision or provide a service Decision or action was unfair, disproportionate or unreasonable in the circumstances

REMEDIES Possible remedies offered to complainants may include: An apology Reconsideration of a decision Amending or retracting documentation An offer of non-financial assistance, i.e provision of further information Appropriate compensation for loss Changed policy or practices to prevent a recurrence, and Action to change the behavior of the staff member who the complaint was about (if applicable) 4/8/2019

COMPLAINTS DATA Apart from the usual identification information used to monitor the progress of individual complaints, the critical variables that usually need to be captured are: Nature of complaint Mode of complaint e.g. oral or written Services, practices or products identified in complaint Location — branch, section, responsible officer Action taken and response time, Outcome provided to complainant, Underlying causes and rectifications. 4/8/2019

LEARNING FROM COMPLAINTS Use of complaint data to identify problems and trends Establish an outcome of improved service delivery in identified areas Briefing senior management fully and regularly on complaints received Considering the need for policy changes

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