AS 4269-1995

1 - AS 4269-1995 COMPLAINTS HANDLING
4 - PREFACE
5 - CONTENTS
6 - SECTION 1 SCOPE AND PURPOSE
6 - 1.1 SCOPE
6 - 1.2 PURPOSE
6 - 1.3 GENERAL
7 - 1.4 DEFINITIONS
7 - 1.4.1 Complainant
7 - 1.4.2 Complaint
7 - 1.4.3 Consumer
7 - 1.4.4 Dispute
7 - 1.4.5 Organization
7 - 1.4.6 Provider
7 - 1.4.7 Quality
7 - 1.4.8 Systemic problem
8 - SECTION 2 ESSENTIAL ELEMENTS OF EFFECTIVE COMPLAINTS HANDLING
8 - 2.1 ESSENTIAL ELEMENTS
8 - 2.2 COMMITMENT
8 - 2.3 FAIRNESS
8 - 2.4 RESOURCES
8 - 2.5 VISIBILITY
8 - 2.6 ACCESS
8 - 2.7 ASSISTANCE
8 - 2.8 RESPONSIVENESS
8 - 2.9 CHARGES
8 - 2.10 REMEDIES
8 - 2.11 DATA COLLECTION
8 - 2.12 SYSTEMIC AND RECURRING PROBLEMS
8 - 2.13 ACCOUNTABILITY
8 - 2.14 REVIEWS
9 - SECTION 3 IMPLEMENTATION OF THE ESSENTIAL ELEMENTS
9 - 3.1 GENERAL
9 - 3.2 COMMITMENT
9 - 3.3 FAIRNESS
9 - 3.4 RESOURCES
10 - 3.5 VISIBILITY
10 - 3.6 ACCESS
11 - 3.7 ASSISTANCE
11 - 3.8 RESPONSIVENESS
11 - 3.9 CHARGES
11 - 3.10 REMEDIES
12 - 3.11 DATA COLLECTION
12 - 3.12 SYSTEMIC AND RECURRING PROBLEMS
12 - 3.13 ACCOUNTABILITY
12 - 3.14 REVIEWS
13 - SECTION 4 COMPLAINT HANDLING PROCEDURES
13 - 4.1 GENERAL
13 - 4.2 PROCESSING ORAL COMPLAINTS
13 - 4.3 PROCESSING WRITTEN COMPLAINTS
13 - 4.4 MINIMIZING DISPUTES
14 - SECTION 5 DISPUTES
14 - 5.1 GENERAL
14 - 5.2 SCOPE
14 - 5.3 DISPUTE RESOLUTION
14 - 5.4 DISPUTE RESOLUTION SYSTEM BASICS

Specifies essential elements of an effective complaints handling process for both complainants and complaint recipients from inception to satisfaction or determination. Provides guidelines dealing with the implementation of the complaints handling process, the actual complaints handling, and disputes.

This Standard sets out the essential elements for the management of complaints from inception to satisfaction or final determination, as the case may be, irrespective of the nature of the complaint or the size of the organization receiving the complaint. It further provides guidelines for the implementation of a complaints handling process.Section 2 contains the essential elements while Section 3 contains implementation guidelines, and it is recognized that smaller organizations may need to use this Section selectively. Section 4 details complaint handling guidelines and Section 5 deals with disputes.This Standard is for all large or small organizations. However, application of the elements in some cases will be different for small organizations and the Standard needs to be applied with the requisite degree of discretion to ensure that it is appropriate in the circumstances.For example, the collection of data on complaints need only be rudimentary for small businesses, involving for instance, some form of manual collection and classification. Such a process, despite its simplicity can still highlight systemic problem areas which require remedial action.However, some issues covered in this Standard such as commitment, fairness, responsiveness, charges and remedies apply, regardless of the size of the enterprise. The importance of this Standard as it relates to small business is that it provides a yardstick which can be used to design a complaints handling process for their particular circumstances.

First published as AS 4269-1995.