The 6 complaint handling principles aim to ensure a consistent approach to complaint handling across the NSW public sector.
Based on what matters most to customers, the principles form the foundation of an organisation’s complaint management system.
1. Respectful treatment
We are responsive and treat our customers with courtesy and respect.
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2. Information and accessibility
We make it easy for our customers to give us feedback so we can make improvements.
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3. Communication
We keep our customers informed about the status of their complaint or feedback.
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4. Taking ownership
We are trained and skilled to manage customer complaints and, one person or our team, will manage the complaint.
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5. Timeliness
We do our best to deal with customer complaints as soon as possible. Our customers know our timeframes for finalising their complaint.
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6. Transparency
We record and analyse information on our complaint handling processes to help improve our services.
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