Applying the Commitments to effective complaint handling

Improving satisfaction with government services is a Premier’s priority

The Customer Service Commissioner’s 2015 Customer Satisfaction Measurement Survey found that customers of NSW Government agencies who had their complaints handled well have higher than average overall customer satisfaction. However, more than half of those surveyed thought their complaint was handled poorly.

The Ombudsman and the Customer Service Commissioner developed six high level principles based ‘Commitments to Effective Complaint Handling’. The Secretaries Board endorsed the Commitments and agreed they would be implemented by all the major agencies within the NSW Government clusters.

The Commitments

The Commitments are a guarantee to customers about what they can expect when they complain to a NSW government agency about its processes, services or employees.

The six Commitments are:

  1. Respectful treatment
  2. Information & accessibility
  3. Good communication
  4. Taking ownership
  5. Timeliness
  6. Transparency

Read Applying the Commitments to effective complaint handling - guidance for agencies


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