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Complaint Resolution Policy

Complaint Resolution Policy Template for Australia

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Key Requirements PROMPT example:

Complaint Resolution Policy

"I need a Complaint Resolution Policy for my medium-sized financial services company in Australia that complies with ASIC requirements and includes specific procedures for handling vulnerable customers and mandatory response timeframes."

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Document background
The Complaint Resolution Policy serves as a fundamental governance document for organizations operating in Australia, establishing standardized procedures for managing and resolving customer and stakeholder complaints. This policy becomes essential when organizations need to demonstrate compliance with Australian Consumer Law, privacy regulations, and industry-specific requirements. The document typically includes comprehensive guidelines for complaint receipt, assessment, investigation, resolution, and reporting, while ensuring adherence to privacy principles and fair treatment standards. It is designed to align with Australian Standard AS/NZS 10002:2014 and relevant state/territory regulations, providing organizations with a robust framework for maintaining effective complaint handling processes and improving customer satisfaction.
Suggested Sections

1. Purpose and Scope: Outlines the objectives of the policy and its application scope

2. Definitions: Defines key terms used throughout the policy including 'complaint', 'complainant', 'resolution'

3. Policy Statement: States the organization's commitment to effective complaint handling and resolution

4. Guiding Principles: Core principles of complaint handling (accessibility, fairness, responsiveness, efficiency, privacy)

5. Roles and Responsibilities: Defines responsibilities of staff, management, and dedicated complaint handling personnel

6. Complaint Handling Process: Step-by-step process from receipt to resolution, including timeframes

7. Communication: Guidelines for communicating with complainants throughout the process

8. Record Keeping: Requirements for documenting and storing complaint information

9. Review and Reporting: Procedures for reviewing complaints data and reporting on trends

10. Privacy and Confidentiality: Requirements for handling personal information in compliance with Privacy Act

Optional Sections

1. External Resolution Options: Information about external dispute resolution bodies and when to use them - relevant for regulated industries

2. Special Circumstances: Procedures for handling complaints from vulnerable persons or in unusual situations

3. Social Media Complaints: Specific procedures for handling complaints received through social media channels

4. Industry-Specific Requirements: Additional requirements for regulated industries like financial services or telecommunications

5. Staff Training: Details of required training for staff handling complaints - relevant for larger organizations

6. Multiple Language Support: Procedures for handling complaints in different languages - relevant for organizations serving diverse communities

Suggested Schedules

1. Complaint Form Template: Standard form for recording complaint details

2. Complaint Handling Flowchart: Visual representation of the complaint handling process

3. Response Time Standards: Detailed timeframes for different types of complaints and resolution steps

4. Escalation Matrix: Guide showing escalation levels and responsible personnel

5. External Agency Contact List: List of relevant external bodies and their contact information

6. Privacy Statement: Detailed statement on handling personal information during complaint process

Authors

Alex Denne

Head of Growth (Open Source Law) @ ¶¶Òõ¶ÌÊÓƵ | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

alex.den.21@genieai.co
Relevant legal definitions







































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Relevant Industries

Retail

Financial Services

Healthcare

Education

Telecommunications

Hospitality

Professional Services

Manufacturing

Government Services

Non-profit Organizations

Technology

Construction

Transport and Logistics

Real Estate

Energy and Utilities

Relevant Teams

Customer Service

Compliance

Legal

Operations

Quality Assurance

Risk Management

Human Resources

Training and Development

Customer Experience

Process Improvement

Dispute Resolution

Corporate Communications

Internal Audit

Customer Relations

Branch Operations

Relevant Roles

Customer Service Manager

Compliance Officer

Quality Assurance Manager

Operations Manager

Customer Experience Director

Risk Manager

Legal Counsel

Human Resources Manager

Chief Operating Officer

Customer Relations Specialist

Branch Manager

Service Delivery Manager

Complaints Handler

Customer Advocacy Officer

Training Coordinator

Process Improvement Manager

Industries








Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

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