CHAPTER 8challenges in complaint handling

Introduction

Other chapters in this report describe the complaint issues that were investigated by the office during the year. Equally important is the system by which those complaint issues are received and investigated. This chapter looks at some of the projects we undertook during the year to improve the efficiency and effectiveness of complaint handling and investigation within the office. These include better data management, development of a Public Contact Team, and a new outreach program. Other projects were examined in last year's annual report, including a client satisfaction survey, the use of computerisation in complaint handling, and a strategic planning exercise.