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What is a complaint?
Types of complaints
Complaints not covered in this guide
Why do clients lodge complaints?
II. SELF-ASSESSMENT OF COMPLAINT MANAGEMENT SYSTEMS
Access
Language
Simplicity
Responsiveness
Fairness
Confidentiality
Outcome
Reporting back
Conclusion
III. SETTING UP A COMPLAINT MANAGEMENT SYSTEM
1. The Complaint Management System
Develop a process for lodging complaints (1)
Prioritize complaints (2)
Establish procedures for special cases (3)
Clearly define responsibilities for dealing with complaints (4)
Provide remedies (5)
Develop service standards (6)
Control and monitor the complaints system (7)
Report outcomes (8)
2. The Complaint Handling System
Develop a tiered structure for resolving complaints (9)
Document complaints (10)
Develop a format for describing complaints
Advise the complainant of alternatives (11)
Investigate further (12)