BC-2.3.16
General principles for objectivity in the complaints handling process include:
(a) Openness:
The process must be clear and well publicised so that both staff andcustomers can understand;
The process must be clear and well publicised so that both staff and
(b) Impartiality:
(i) Measures must be taken to protect the person the complaint is made against from bias;
(ii) Emphasis must be placed on resolution of the complaint not blame; and
(iii) The investigation must be carried out by a person independent of the person complained about;
(c) Accessibility:
(i) The licensee must allow customer access to the process at any reasonable point in time; and
(ii) A joint response must be made when the complaint affects different participants;
(d) Completeness:
The complaints officer must find relevant facts, talk to both sides, establish common ground and verify explanations wherever possible;
The complaints officer must find relevant facts, talk to both sides, establish common ground and verify explanations wherever possible;
(e) Equitability:
Give equal treatment to all parties;
Give equal treatment to all parties;
(f) Sensitivity:
Each complaint must be treated on its merits and paying due care to individual circumstances;
Each complaint must be treated on its merits and paying due care to individual circumstances;
(g) Objectivity for personnel – complaints handling procedures must ensure those complained about are treated fairly which implies:
(i) Informing them immediately and completely on complaints about performance;
(ii) Giving them an opportunity to explain and providing appropriate support;
(iii) Keeping them informed of the progress and result of the complaint investigation;
(iv) Full details of the complaint are given to those the complaint is made against prior to interview; and
(v) Personnel must be assured they are supported by the process and should be encouraged to learn from the experience and develop a better understanding of the complaints process;
(h) Confidentiality:
(i) In addition to customer confidentiality, the process must ensure confidentiality for staff who have a complaint made against them and the details must only be known to those directly concerned;
(ii) Customer information must be protected and not disclosed, unless the customer consents otherwise; and
(iii) Protect the customer and customer's identity as far as is reasonable to avoid deterring complaints due to fear of inconvenience or discrimination;
(i) Objectivity monitoring:
Licensees must monitor responses to customers to ensure objectivity which could include random monitoring of resolved complaints;
(j) Charges:
The process must be free of charge tocustomers ;
The process must be free of charge to
(k) Customer Focused Approach:
(i) Licensees must have a customer focused approach;
(ii) Licensees must be open to feedback; and
(iii) Licensees must show commitment to resolving problems;
(l) Accountability:
Licensees must ensure accountability for reporting actions and decisions with respect to complaints handling; and
(m) Continual improvement:
Continual improvement of the complaints handling process and the quality of products and services must be a permanent objective of thelicensee .
Continual improvement of the complaints handling process and the quality of products and services must be a permanent objective of the
January 2014