Complaints Handling policy is a procedure in handling complaints at the various levels of the organisation, ranging from a member of the public, a volunteer/staff member and all the way up to board members.
Having a complaint handling policy is important for several reasons:
- Trust: A clear policy ensures complaints are handled confidentially and safely. This helps build trust within the community and the organisation.
- Fairness and Efficiency: It robust policy helps guide staff and volunteers on managing complaints fairly and effectively.
- Compliance: A formal policy helps comply with legal requirements, reducing the risk of legal issues.
- Continuous Improvement: In addressing complaints, areas for improvement can be identified which enhances the quality of services provided.
- Supports Accountability: Promoting accountability within the organisation shows stakeholders that complaints are taken seriously
It is used any time a complaint has been lodged, regardless of where the complaint has come from.
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article