"These guidelines provide a model approach to complaint handling and set out the essential features of a complaint system. They also provide an analysis of the reasons people complain, and outline how complainants should be treated. Community service organisations have additional and specific obligations to develop complaint handling systems under the Community Services (Complaints Reviews and Monitoring) Act 1993 (CS-CRAMA). We have developed a specialised brochure for those services – Complaint handling kit for community services. That brochure supplements the information in this publication."--Introduction.
Title from title screen (viewed on 25 October 2012).
"First printed 2004"--Title screen verso.
Ombudsman: Bruce Barbour.
Includes bibliographical references.
Text and graphics.
Selected for archiving
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