Complaints Management Policy

A Complaints Management Policy sets out the course of action that will be followed when a complaint is lodged.

Related Standards and Laws

  • AS ISO 10002-2006 Customer Satisfaction - Guidelines for complaints handling in organisations.
  • AS 4608-2004 Dispute Management Systems.
  • Effective Complaints Management, Queensland Ombudsman, 2005
  • Local Government Act (1993)
  • Local Government Legislation Amendment Bill (2005)
  • The Crime and Misconduct Act (2001)

Example Complaints Management Policies

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