Customer Complaint Policy Template for Australia

The Customer Complaint Policy is a crucial document for any organization operating in Australia that engages with customers or service users. It is designed to ensure compliance with the Australian Consumer Law, Privacy Act 1988, and relevant industry standards including AS/NZS 10002:2014. The policy becomes necessary when organizations need to establish clear, consistent, and fair procedures for handling customer grievances, maintaining records of complaints, and using feedback for service improvement. It provides guidance for staff at all levels while ensuring customers understand their rights and the available channels for raising concerns. The document typically includes complaint handling procedures, response timeframes, escalation processes, and provisions for special assistance where needed.

1. Purpose and Scope: Outlines the policy's objectives and its application scope, including which types of complaints are covered

2. Our Commitment: States the organization's commitment to effective complaint handling and customer service principles

3. Definitions: Defines key terms used throughout the policy, including what constitutes a complaint

4. Guiding Principles: Lists the core principles of complaint handling (e.g., fairness, accessibility, responsiveness, objectivity)

5. How to Make a Complaint: Details the various channels and methods available for customers to submit complaints

6. Complaint Handling Process: Step-by-step explanation of how complaints are processed, including timeframes

7. Response Times: Specifies standard response times for different types of complaints and acknowledgment timeframes

8. Escalation Process: Explains when and how complaints can be escalated internally

9. External Resolution Options: Information about external dispute resolution bodies and when customers can approach them

10. Recording and Reporting: Explains how complaints are documented and tracked

11. Privacy and Confidentiality: Outlines how customer information is protected during the complaint process

12. Continuous Improvement: Describes how complaint data is used to improve products, services, and processes