Handled well, complaints provide a low cost and important source of feedback and learning for organisations to help drive improvement and restore a positive relationship with customers who feel let down by poor service. Handled badly, they erode public confidence and trust in public services.

Adopting good practice in complaints handling has real benefits.  That's why we are supporting public service organisations in improving their complaints handling practices by providing guidance, resources and training.

Updated: December 3, 2018