Complaint Handling Procedure

A complaint handling procedure is a structured process used to manage and resolve complaints from customers, clients, stakeholders, staff or volunteers.

Having a complaint handling procedure is essential for several reasons:

• Building trust and Transparency: Having a clear and effective complaint handling process helps build trust and confidence in your organisation. Handling complaints well also demonstrates responsible management of resources.
  
• Improving Services and Programs: Complaints are valuable feedback that can help improve your services and programs. Regular review of complaints can help identify problem areas and improve service delivery.
  
• Enhancing Relationships: Effective handling of complaints can strengthen relationships with stakeholders, staff, volunteers and the community. This can also help increase volunteer satisfaction and retention, as volunteers feel heard and valued.
  
• Operational Efficiency: A well-structured complaint handling procedure ensures issues are resolved effectively and in a timely manner, reducing the risk of escalation into a greater issue that can be hard to resolve.
  
• Compliance: There may be a legal requirement to have a complaint handling procedure, ensuring you meet legislation requirements can help avoid potential legal issues.
  
• Empowering Staff and Volunteers: Ensuring staff and volunteers have training on complaint handling empowers them to resolve issues fairly and efficiently. It can also contribute to a positive work environment knowing there is a clear complaint handling process.