COMPLAINT HANDLING

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COMPLAINT HANDLING Now and the Future Michael
Johnson Director Magistrates Courts
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I've had enough of the Court and the mindless
little petty _at_ who staff it. They are
totally incompetent, officious, pious bureaucrats
who preen themselves on their own power. What's
worse is that if you complain, your listings are
ignored and they wreak havoc on you and your
employer as a matter of retribution. Apart from
that, they're all right. disgruntled court user
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• Five Themes For Corporate Development 1999-2004
• Customer service
• Service improvement
• Communication
• Information and measurement
• People management

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• Planned reforms In our complaint management
  system
• Centralised coordinated system
• Comprehensive database
• Possible models include
• - Freedom of information process
• - Office Of Health Review
• Meeting Australian Standard for complaint
  management
• Improved communication
• Staff training programs
• Benchmarking against private sector best
  practice service providers

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Australian Standard - Complaints handling

• Commitment
• Fairness
• Resources
• Visibility
• Access
• Assistance
• Responsiveness

• Charges
• Remedies
• Data collection
• Systemic and recurring problems
• Accountability
• Reviews