Document background
The Complaints Management Policy and Procedure is a crucial document for organizations operating in Australia, designed to ensure systematic and fair handling of all complaints received. This document becomes necessary when organizations need to establish or update their complaint handling processes to comply with Australian regulatory requirements and industry best practices. It includes comprehensive procedures for complaint intake, assessment, investigation, and resolution, while incorporating requirements from various Australian legislative frameworks such as the Consumer Law and Privacy Act. The policy supports organizations in maintaining high standards of customer service, protecting consumer rights, and facilitating continuous improvement through effective complaint handling. It is particularly important for organizations that interact with customers or stakeholders and need to demonstrate their commitment to transparent and fair complaint resolution processes.
