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Customer Complaint Handling Policy (Draft)

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Policy Name
Customer Complaint Handling Policy
Version Number
v1.0 (draft)
Policy Date
November 2011
Date to be Reviewed
November 2013
Responsibility
Manager, Corporate and Customer Services
Related Policies / Procedures
GRLC Local Law 2
GRLC Staff Code of Conduct
GRLC Customer Service Charter
GRLC Disability Access Plan
GRLC Information Privacy Statement
GRLC Information Privacy Policy
References
Victorian Legislation
The Charter of Human Rights and Responsibilities Act 2006(Vic)
Equal Opportunity Act 1995
Racial and Religious Tolerance Act 2001
Occupational Health and Safety Act 2004
Information Privacy Act 2000
Commonwealth Legislation
Racial Discrimination Act 1975
Sex Discrimination Act 1984
Disability Discrimination Act 1992
Workplace Relations Act 1996
Workplace Relations Regulations 2006
Human Rights and Equal Opportunity Commission Act 1986

 

BACKGROND
The Reading Revolution, Library Plan 2008 – 13 includes the following service principle as part of The Way We Work on page 10:
Workforce Support and Development
We maintain a workplace culture that motivates staff to provide expert services and to strive for excellence
The Geelong Regional Library Corporation (GRLC) welcomes feedback on our library spaces and facilities, service, programs and events.  GRLC is committed to consistent, fair and confidential complaint handling and to resolving complaints as quickly as possible.  We aim to make it easy for people to make a complaint if they are dissatisfied and we will treat all customers making a complaint equally. 
We value complaints as they assist us to improve our products, services and customer service and this policy has been designed to assist customers and staff. 

 

DEFINITIONS

Complaint:  any expression of dissatisfaction or grievance made to staff by a customer or member of the public in relation to GRLC library spaces and facilities, service, programs and events
SCOPE
This policy applies to all members of the community accessing GRLC library spaces and facilities, service, programs and events.
Complaints can be received via Visitor Feedback Cards, via letter or email, social media or on line at www.geelonglibraries.vic.gov.au/feedback.
POLICY
Responding to complaints
All people making a complaint will be treated with courtesy and thanked for bringing the matter to the attention of our staff.  Where possible, complaints will be resolved at the first point of contact. 
If a customer complains to a staff member, the staff member will give the customer a Visitor Feedback Card and offer to complete the card on their behalf or direct the customer to the Customer Feedback Box where they can deposit the card in their own time.  The card includes GRLC contact details if the customer would prefer to write or make contact through the website.
Recording complaints
All complaints received will be forwarded to the Corporate and Customer Services Manager and recorded centrally.  Recorded complaints will be monitored for any ongoing trends and actions put in place to improve our service delivery.  Details of all communication with the customer and any actions taken to resolve the complaint will be recorded in one central location. 
Informing customers of progress
We strive to resolve all complaints promptly and acknowledge receipt of all complaints within seven days.  If, at this time further investigation is required an expected timeframe will be provided.  The customer will be informed of the progress of their complaint regularly, especially if there are any delays or changes to what has been agreed.
Customers will be informed of any changes to our services, events and programs as a result of their complaint.
Escalation of complaints
If we cannot resolve the complaint to the customer’s satisfaction, we will inform them how to take further action such as Consumer Affairs Victoria or The Victorian Equal Opportunity and Human Rights Commission.
 

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