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Complaint handling & service recovery
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Complaint handling & service recovery

Customer service & experience

Complaint handling & service recovery

The ability to receive, record, assess and resolve complaints from members of the public and service users fairly and within approved timeframes, while repairing the impact of a service failure and restoring the user's trust. It turns each complaint into input for process improvement, which reduces repeat complaints and strengthens public trust in the government entity.

CE-D03-02 Type: Functional

Foundational

Handles routine complaints according to the approved procedure and within own authority, and refers anything beyond it to the right party, with guidance available when needed.

Behavioural indicators

  1. Restates the complaint in own words to the user and confirms the understanding is correct before recording it.
  2. Logs the complaint in the system on receipt with all mandatory fields completed, and gives the user a reference number and the expected response time.
  3. Classifies the complaint using the approved classification guide, and refers cases beyond own authority to the party named in the escalation matrix within the set deadline.
  4. Applies the available remedy within own authority, and informs the user of the outcome and its reasons in clear language free of internal jargon.
  5. Closes the complaint in the system only after confirming the user has been informed of the outcome, and records the closure reason and the action taken.

Learning journey

▶ Start the journey · about 12 minutes

Advanced

Resolves complex or high-sensitivity complaints, adapts the handling and remedy to the case, analyses complaint patterns to improve processes, and guides others.

Behavioural indicators

  1. Investigates complaints that are multi-layered or span several departments, gathers evidence from the parties involved, and records the root cause in the case report.
  2. Proposes or approves a service-recovery remedy that is proportionate to the harm and within delegated authority, and documents the reasons for the choice.
  3. Coordinates complaints with legal or media sensitivity with legal affairs and corporate communications before responding to the user.
  4. Produces a periodic analysis of complaint trends and recurring causes, and submits specific recommendations to change procedures, naming the responsible unit and the target date.
  5. Reviews samples of closed cases with staff and gives them written feedback on the quality of recording, response and closure.

Learning journey

▶ Start the journey · about 12 minutes

Positions that require it

Further learning

Chosen resources for those who want to go deeper after the journey.