The issue of handling complaints is an important part of service delivery in government.
Government’s commitment to the principles of quality customer service have been illustrated in recent years through a variety of practical developments, such as through improving facilities, providing more accessible services and e-government initiatives.
Customer complaints systems are another clear expression of government’s commitment to customer service and to treating citizens with courtesy and fairness, and in an open and transparent manner.
A complaints system can enable changes to be made in procedures and systems to ensure that similar complaints do not continue to arise. It also indicate where problems or system failures exist in the provision of services and highlight shortcomings in the administrative system and areas which might need improvement.
The commitment of management is an essential component in a successful complaints system. The organisation should foster a positive and receptive attitude to complaints, and see the efficient processing of complaints as part of the day-to-day work of the organisation.
Staff should be encouraged to take a positive attitude to complaints.
It is also important for the organisation to promote a culture that ensures that learning takes place where staff should be kept informed of the outcome of complaints.
