IPA Diploma in the Management of Modern Public Service Delivery Dealing with Customer Complaints Aoife Nic Réamoinn Office of the Ombudsman 27 November 2008

Summary Good complaints handling is a subset of good customer service Good for customer Good for organisation

Good complaints handling is a subset of good customer service

Good for customer

Good for organisation

Overview Role of the Ombudsman Complaints and Complainants Good Complaints Handling

Role of the Ombudsman

Complaints and Complainants

Good Complaints Handling

The Role of the Ombudsman Examines complaints from members of the public who feel that they have been unfairly treated by certain public bodies, and recommends redress where appropropriate

Examines complaints from members of the public who feel that they have been unfairly treated by certain public bodies, and recommends redress where appropropriate

Role of the Ombudsman Ombudsman Offices Background Statutory Powers and Functions Characteristics

Ombudsman Offices

Background

Statutory Powers and Functions

Characteristics

Role of the Ombudsman What do we examine? Administrative Actions Adverse affect Within remit Restrictions apply

Administrative Actions

Adverse affect

Within remit

Restrictions apply

Role of the Ombudsman How Screening Impartial examination Communication with complainant Redress Internal Review

Screening

Impartial examination

Communication with complainant

Redress

Internal Review

Role of the Ombudsman Redress Restoration of rights/benefits Acknowledgment Explanation Apology Compensation

Restoration of rights/benefits

Acknowledgment

Explanation

Apology

Compensation

Role of the Ombudsman Improving the Service Customer Survey and Focus Groups Managing Customer Expectations Regular Communication Quarterly Surveys

Customer Survey and Focus Groups

Managing Customer Expectations

Regular Communication

Quarterly Surveys

Complaints and Complainants Who What Why Clients/customers Public in general Public bodies ‘ Difficult’

Clients/customers

Public in general

Public bodies

‘ Difficult’

Complaints and Complainants Who What Why A complaint is an expression of dissatisfaction Service provided or not provided Satisfaction/redress

A complaint is an expression of dissatisfaction

Service provided or not provided

Satisfaction/redress

Complaints and Complainants Who What Why People complain because their expectations have not been met

People complain because their expectations have not been met

Complaints and Complainants Who What Why Valid Expectations Mistakes, improper, bias, delay, inadequate Unreal Expectations ‘ your job is to meet my all needs’

Valid Expectations

Mistakes, improper, bias, delay, inadequate

Unreal Expectations

‘ your job is to meet my all needs’

Good Complaints Handling Values Democracy and the citizen Checks and Balances Principles of Natural Justice Rule of Law

Democracy and the citizen

Checks and Balances

Principles of Natural Justice

Rule of Law

Good Complaints Handling Values Citizens rights To be heard, explanation/information, assistance, remedies Principles of Good Administration Proper, fair, impartial Customer Charters specific commitments

Citizens rights

To be heard, explanation/information, assistance, remedies

Principles of Good Administration

Proper, fair, impartial

Customer Charters

specific commitments

Good Complaints Handling Benefits Gives a voice to the customer Promotes confidence in the organisation Meets stategic objectives Promotes good public relations Provides Feedback Provides quick solution to problems

Gives a voice to the customer

Promotes confidence in the organisation

Meets stategic objectives

Promotes good public relations

Provides Feedback

Provides quick solution to problems

Good Complaints Handling Characteristics of system Accessible Simple Speedy Fair Impartial Confidential Effective Flexible

Accessible

Simple

Speedy

Fair

Impartial

Confidential

Effective

Flexible

Good Complaints Handling Characterisctis of the handler Open Calm Non-judgemental Empathetic Firm Aware of personal prejeudice

Open

Calm

Non-judgemental

Empathetic

Firm

Aware of personal prejeudice

Good Complaints Handling Do’s and Don’t’s Don’t Argue with complainant Become personal Pre-judge issue Delay Fudge

Don’t

Argue with complainant

Become personal

Pre-judge issue

Delay

Fudge

Good Complaints Do’s and Don’ts Do Focus on the customer Know the law and customer entitlements Respond promptly Get full facts Give clear explanations Apologise, if appropriate Use discretionary power Use to improve the service

Do

Focus on the customer

Know the law and customer entitlements

Respond promptly

Get full facts

Give clear explanations

Apologise, if appropriate

Use discretionary power

Use to improve the service

Further Information www.ombudsman.ie

www.ombudsman.ie

Discussion