Complaints management

All Queensland Government departments and authorities covered by the Public Service Act are now required to maintain a system for managing complaints about the service or actions of the agency or its staff.

Queensland Ombudsman, David Bevan - Complaints management is a vital component of every sound decision-making framework, especially for public sector agencies that make decisions directly affecting the rights and interests of members of the public.	Queensland Public Service Commissioner, James Purtill - An organisation that listens to and learns from concerns expressed by members of the public will enhance its reputation for fairness and accountability.

A Directive on Complaints Management Systems was issued in November 2006 by the Queensland Public Service Commissioner, James Purtill.  This directive was developed as a result of a request by Queensland Ombudsman David Bevan in his report to Parliament on the first phase of the Complaints Management Project.

Mr Bevan says the directive requires public sector agencies to implement systems that meet recognised standards for good complaint handling, thereby ensuring that Queenslanders have appropriate avenues for resolving problems directly with the agency concerned.

"Complaints management is a vital component of every sound decision-making framework, especially for public sector agencies that make decisions directly affecting the rights and interests of members of the public,"
Mr Bevan said.

"We have a vested interest in helping agencies to improve their systems as poor complaints-handling by public bodies is the source of many of the complaints we receive."

Queensland Public Service Commissioner James Purtill who issued the directive following consultation with State government agencies, the Ombudsman and the Crime and Misconduct Commission, says there is now a public expectation that government departments and authorities will deal with complaints about their actions in a fair and responsive way.

"An organisation that listens to and learns from concerns expressed by members of the public will enhance its reputation for fairness and accountability," Mr Purtill said.

"In the long term, an effective complaints management system will improve public sector agencies' customer service standards and assist Queenslanders to resolve their issues at a local level, before the dispute escalates to accountability agencies such as the Queensland Ombudsman.

The Queensland Ombudsman's Office has updated its online complaints management resources to assist agencies that need to create or modify their complaints handling systems to comply with the requirements of the directive.

A full-day course will provide participants with the tools to fairly and efficiently manage and investigate complaints and help them to understand and implement 'best practice' complaints management systems.  For further information contact Kirsten Connick on 07 3005 7028 or kconnick@ombudsman.qld.gov.au.
 
www.ombudsman.qld.gov.au
www.opsc.qld.gov.au(Directive 13/06)

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