The Handling Complaints Policy serves as an essential governance document for organizations operating in New Zealand, providing a structured approach to managing customer feedback and complaints. This document becomes necessary when organizations need to establish consistent, fair, and efficient procedures for addressing customer grievances while ensuring compliance with New Zealand legislation. The policy includes detailed procedures for complaint reception, investigation, resolution, and documentation, incorporating requirements from key legislation such as the Privacy Act 2020 and Consumer Guarantees Act 1993. It is designed to protect both the organization and its customers while promoting continuous improvement in service delivery. The policy should be reviewed and updated regularly to reflect changes in legislation, business practices, and organizational structure.
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1. Purpose and Scope: Outlines the objectives of the policy and its application scope, including which types of complaints are covered
2. Definitions: Clear definitions of key terms including 'complaint', 'complainant', 'serious complaint', 'vexatious complaint', and other relevant terminology
3. Principles: Core principles guiding complaint handling: fairness, objectivity, confidentiality, timeliness, accessibility, and no-blame approach
4. Roles and Responsibilities: Defines responsibilities of staff members, management, and designated complaint handlers
5. Complaint Handling Process: Step-by-step process for receiving, acknowledging, assessing, investigating, and resolving complaints
6. Timeframes: Specific timeframes for each stage of the complaint handling process
7. Recording and Reporting: Procedures for documenting complaints, maintaining records, and reporting requirements
8. Privacy and Confidentiality: Guidelines for handling personal information and maintaining confidentiality during the complaint process
9. Review and Continuous Improvement: Process for reviewing the effectiveness of the complaint handling system and implementing improvements
1. Industry-Specific Requirements: Additional requirements for specific industries (e.g., healthcare, financial services, education)
2. External Dispute Resolution: Information about external dispute resolution schemes and when to use them
3. Vexatious Complaints Procedure: Specific procedures for handling repeated or unreasonable complaints
4. Cultural Considerations: Specific provisions for cultural sensitivity and Treaty of Waitangi obligations
5. Social Media Complaints: Procedures for handling complaints received through social media channels
6. Compensation Framework: Guidelines for when and how compensation may be offered as part of complaint resolution
1. Complaint Form Template: Standard form for recording complaint details
2. Complaint Register Template: Template for maintaining a complaints register
3. Response Letter Templates: Standard templates for acknowledging and responding to complaints
4. Escalation Matrix: Guide showing escalation pathways and authority levels
5. External Agency Contact List: List of relevant external agencies and dispute resolution services
6. Privacy Statement: Detailed statement on how personal information is handled during complaints process
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