The Complaints Handling Improvement Program is a two-phase program that was endorsed by the Secretaries of all 10 principal departments in July 2016. A project team at the Employee Performance and Conduct Directorate has been coordinating the department’s participation in the program.
Stage one involved cluster agencies adopting and implementing six ‘commitments to effective complaint handling’ through their policies, procedures and practices. We worked within this framework to revise our complaint management policies and procedures, which were implemented in January 2017.
Stage two of the program involves the implementation of a whole-of-government system so customers can access a user-friendly and consistent way to lodge complaints online. This system, called Feedback Assist, is a widget that appears on government websites. Any feedback lodged through Feedback Assist is redirected to the right place for action.