Standard A14: Complaints Policy

Description:

Instead of viewing complaints as a nuisance, they can be seen as an opportunity to consider the organization’s activities and to make changes that could improve programs, services, or operations.

Standard A14 Explained

Complaints policy and procedure

Sample policy from Imagine Canada. Provided in reference to Standard A14: Complaints policy. Disponible en français: Politique et procédure en matière de plaintes

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Politique et procédure en matière de plaintes

Disponible aussi en anglais sous le titre: Complaints Policy and Procedure

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POLITIQUE TYPE DE TRAITEMENT DES PLAINTES ET DE RÈGLEMENT DES DIFFÉRENDS

Guide selon l’Autorité des marchés financiers (Québec) pour informer leurs membres comment ils traitent les politique de plaintes.

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Effective complaint handling

Guide to complaints policy development from the Office of the Ombudsman (New Zealand). Description: "This guide sets out key information for state sector agencies about developing and operating an effective complaints process. It also provides information about the Ombudsman’s role, as an...

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Modèle de politique de traitement des plaintes

Une guide selon la Chambre de l’assurance de dommages. Déscription: "Le but d’une politique de traitement des plaintes est de mettre sur pied une procédure équitable et gratuite afin de traiter les plaintes reçues. Cette politique vise, entre autres, à encadrer la réception des plaintes, la...

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Developing your customer complaint policy

From the Equal Opportunity Commission of the Government of South Australia, this is a short and concise guideline to what should be included in a complaints policy. "Here are some tips for developing a customer complaint policy. Make it easy for all customers to complain. Decide which...

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Standard A14: Complaints Policy