1. GUIDE TO EFFECTIVE COMPLAINTS MANAGEMENT

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

4. 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”.

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

6. DO YOU VALUE COMPLAINTS?
Monday, April 08, 2019

7. 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.

8. 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.
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9. 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

10. 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.

11. 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.
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12. 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
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13. 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

14. 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

15. 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

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

17. 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.
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18. COMPLAINTS HANDLING PROCESS
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19. 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)
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20. 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

21. 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)
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22. 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.
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23. 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

24. Thank You