Fillable Printable Po 07 Complaints And Feedback Policy Nov14
Fillable Printable Po 07 Complaints And Feedback Policy Nov14
Po 07 Complaints And Feedback Policy Nov14
NSW Registry of Births Deaths & Marriages Date of Effect: 17 November 2014
PO 07 Complaints and Feedback Policy Page 1 of 7
P0 07 Complaints and Feedback Policy
This policy describes how customers can lodge complaints and feedback to the
NSW Registry of Births Deaths & Marriages, and how it will be handled.
Essential Summary
This procedure must be read in conjunction with the Department of Justice policy
Managing complaints and other feedback and covers:
Handling complaints in line with Departmental policy.
Contact the Registry
What is a complaint?
Responding to Complaints
What if I am not happy with the outcome?
Compliments, feedback and suggestions
Printed copies of this document may not be up to date.
Ensure you have the latest version before using this document.
NSW Registry of Births Deaths & Marriages Date of Effect: 17 November 2014
PO 07 Complaints and Feedback Policy Page 2 of 7
Table of Contents
1 Scope 3
2 Purpose 3
3 Definitions 3
4 Contact the Registry 4
5 What is a complaint? 4
6 Responding to Complaints 5
6.1 Auto Acknowledgement 5
6.2 Assessment 5
6.3 Formal Acknowledgement 5
6.4 Full Response - Resolution and Close of Complaint 5
7 What if I am not happy with the outcome? 6
8 Compliments, Feedback and Suggestions 6
9 References 6
10 Document Information 7
11 Document History 7
NSW Registry of Births Deaths & Marriages Date of Effect: 17 November 2014
PO 07 Complaints and Feedback Policy Page 3 of 7
1 Scope
This policy describes lodging and handling customer complaints and feedback at
the NSW Registry of Births Deaths & Marriages. It should be read in conjunction
with the Departmental standards for handling complaints specified in the policy
Managing complaints and other feedback.
2 Purpose
The purpose of this policy is to:
respond as quickly and effectively to resolve complaints as possible
ensure that the Registry meets the minimum Department of Justice standards for
handling complaints
use information from complaints and feedback to improve our services, and
meet ISO standard 10002:2004 Customer satisfaction-Guidelines for complaints
handling in organizations.
3 Definitions
Client means a client of the Registry, as well as any member of the general public
who is making a complaint, suggestion or feedback about the Registry operations.
Complainant means a person(s) making a complaint.
Complaint means an expression of dissatisfaction, however made, about the
standard of service, policies, procedures, costs, or staff of the Registry.
Complaints Officer means the Project Officer within the Executive Unit.
Feedback means information from a customer about their experience of our
service, suggestions or compliments.
Staff means an employee of a business centre/branch, regardless of whether the
staff member’s employment status is permanent, temporary or casual.
Registry means the NSW Registry of Births Deaths & Marriages.
NSW Registry of Births Deaths & Marriages Date of Effect: 17 November 2014
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4 Contact the Registry
We want to hear how we can improve our service to you, and we welcome your
feedback (good or bad) about our products and services. To offer complaints,
suggestions or compliments:
Email: bdm-complaints@agd.nsw.gov.au
Post: Complaints Coordinator
NSW Registry of Births Deaths & Marriages
GPO Box 30
SYDNEY NSW 2001
Phone: 13 77 88
In person: Registry office locations or Service NSW
5 What is a complaint?
You can complain when you are dissatisfied with a standard of product or service;
cost and delivery issues; accessibility; website; call centre; or any aspect of our
service.
Listed below are groupings and descriptions of complaint types that may be
received:
standard of service (product, service, staff)
costs
other
NSW Registry of Births Deaths & Marriages Date of Effect: 17 November 2014
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6 Responding to Complaints
6.1 Auto Acknowledgement
All emails received through the Complaints email box will receive an auto reply
acknowledgement. Complaints made in person will be emailed to the
Complaints Officer by the staff member who took the complaint.
6.2 Assessment
All emails will be assessed to determine whether they are valid complaints or
tasks requiring actions.
All complaints will be assessed to determine urgency; if the complaint is urgent it
will be processed as matter of priority.
6.3 Formal Acknowledgement
Once an email is classified as a complaint, it will be formally acknowledged
within 3 business days of receipt.
A formal acknowledgement will be sent to the complainant at the contact detail
provided and will include an estimated due date for a full response to the
complainant. Our aim is to send a full response within 3 weeks from the date
the Complaints Officer receives the complaint. If the complaint is complex and
will take longer than 3 weeks to resolve, the Complaints Officer will send an
interim response within 3 weeks and follow up with a full response when
possible.
6.4 Full Response - Resolution and Close of Complaint
The Complaints Officer is responsible for reviewing the complaint to ensure
all aspects have been dealt by the relevant Senior Manager/designated staff
a remedy has been provided to the client and
a written final letter has been sent to the client outlining the outcome of the
complaint.
At this stage, the client will be offered the opportunity to have an internal review of
the complaint if necessary.
NSW Registry of Births Deaths & Marriages Date of Effect: 17 November 2014
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7 What if I am not happy with the outcome?
You are entitled to be provided with an opportunity to be heard, to be treated fairly,
and to be given reasons for the outcome.
Any person who has previously made a complaint may request an internal review of
that complaint if they are not happy with the outcome. Ideally, the request should
specify any concerns about the handling of the complaint.
It is preferable that the request for review is mailed to:
Registrar
NSW Registry of Births Deaths & Marriages
GPO Box 30
SYDNEY NSW 2001
However, a request for an internal review can also be made to any staff member,
either in writing or verbally. The staff member should refer it to the Complaints
Coordinator who will pass it on to the Registrar.
Once a review is completed, if you are still not satisfied, you have the option to refer
your complaint to the Community Relations Unit of the Department of Justice. They
will ask for a report on the events that have given rise to the complaint and how the
complaint was handled, and respond directly to you.
8 Compliments, Feedback and Suggestions
Receiving and sharing positive feedback is extremely important for the Registry and
staff. Any feedback received should be forwarded to the Complaints Officer for
recording and acknowledgement.
Feedback means information from a customer about their experience of our service,
suggestions or compliments. Please let us know …
did we exceed your expectations?
do you have a suggestion or an innovative idea?
did we get it wrong? (We will do our best to put things right.)
9 References
Department of Justice Policy, Managing complaints and other feedback
(End)
NSW Registry of Births Deaths & Marriages Date of Effect: 17 November 2014
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10 Document Information
Title:
PO 07 Complaints and Feedback Policy
Business Centre:
NSW Registry of Births Deaths & Marriages
Author / Position:
Project Officer
Division:
Executive Unit
Approver:
Amanda Ianna, Registrar
Date of Effect:
17 November 2014
Next Review Date:
17 November 2015
File Reference:
Key Words:
complaints, feedback, policy
Distribution:
Shared\Workgroup\Policies and Procedures, Internet
11 Document History
Version
Date
Reason for Amendment
1
16/11/10
Created
2
17/11/14
Updated
