Customer Complaints (Ombudsman) Aoife Nic Reamoinn


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Customer Complaints (Ombudsman) Aoife Nic Reamoinn

  1. 1. IPA Diploma in the Management of Modern Public Service Delivery Dealing with Customer Complaints Aoife Nic Réamoinn Office of the Ombudsman 27 November 2008
  2. 2. Summary <ul><li>Good complaints handling is a subset of good customer service </li></ul><ul><li>Good for customer </li></ul><ul><li>Good for organisation </li></ul>
  3. 3. Overview <ul><li>Role of the Ombudsman </li></ul><ul><li>Complaints and Complainants </li></ul><ul><li>Good Complaints Handling </li></ul>
  4. 4. The Role of the Ombudsman <ul><li>Examines complaints from members of the public who feel that they have been unfairly treated by certain public bodies, and recommends redress where appropropriate </li></ul>
  5. 5. Role of the Ombudsman <ul><li>Ombudsman Offices </li></ul><ul><li>Background </li></ul><ul><li>Statutory Powers and Functions </li></ul><ul><li>Characteristics </li></ul>
  6. 6. Role of the Ombudsman What do we examine? <ul><li>Administrative Actions </li></ul><ul><ul><li>Adverse affect </li></ul></ul><ul><ul><li>Within remit </li></ul></ul><ul><ul><li>Restrictions apply </li></ul></ul>
  7. 7. Role of the Ombudsman How <ul><li>Screening </li></ul><ul><li>Impartial examination </li></ul><ul><li>Communication with complainant </li></ul><ul><li>Redress </li></ul><ul><li>Internal Review </li></ul>
  8. 8. Role of the Ombudsman Redress <ul><li>Restoration of rights/benefits </li></ul><ul><li>Acknowledgment </li></ul><ul><li>Explanation </li></ul><ul><li>Apology </li></ul><ul><li>Compensation </li></ul>
  9. 9. Role of the Ombudsman Improving the Service <ul><li>Customer Survey and Focus Groups </li></ul><ul><li>Managing Customer Expectations </li></ul><ul><li>Regular Communication </li></ul><ul><li>Quarterly Surveys </li></ul>
  10. 10. Complaints and Complainants Who What Why <ul><li>Clients/customers </li></ul><ul><li>Public in general </li></ul><ul><li>Public bodies </li></ul><ul><li>‘ Difficult’ </li></ul>
  11. 11. Complaints and Complainants Who What Why <ul><li>A complaint is an expression of dissatisfaction </li></ul><ul><li>Service provided or not provided </li></ul><ul><li>Satisfaction/redress </li></ul>
  12. 12. Complaints and Complainants Who What Why <ul><li>People complain because their expectations have not been met </li></ul>
  13. 13. Complaints and Complainants Who What Why <ul><li>Valid Expectations </li></ul><ul><ul><li>Mistakes, improper, bias, delay, inadequate </li></ul></ul><ul><li>Unreal Expectations </li></ul><ul><ul><li>‘ your job is to meet my all needs’ </li></ul></ul>
  14. 14. Good Complaints Handling Values <ul><li>Democracy and the citizen </li></ul><ul><li>Checks and Balances </li></ul><ul><li>Principles of Natural Justice </li></ul><ul><li>Rule of Law </li></ul>
  15. 15. Good Complaints Handling Values <ul><li>Citizens rights </li></ul><ul><ul><li>To be heard, explanation/information, assistance, remedies </li></ul></ul><ul><li>Principles of Good Administration </li></ul><ul><ul><li>Proper, fair, impartial </li></ul></ul><ul><li>Customer Charters </li></ul><ul><ul><li>specific commitments </li></ul></ul>
  16. 16. Good Complaints Handling Benefits <ul><li>Gives a voice to the customer </li></ul><ul><li>Promotes confidence in the organisation </li></ul><ul><li>Meets stategic objectives </li></ul><ul><li>Promotes good public relations </li></ul><ul><li>Provides Feedback </li></ul><ul><li>Provides quick solution to problems </li></ul>
  17. 17. Good Complaints Handling Characteristics of system <ul><li>Accessible </li></ul><ul><li>Simple </li></ul><ul><li>Speedy </li></ul><ul><li>Fair </li></ul><ul><li>Impartial </li></ul><ul><li>Confidential </li></ul><ul><li>Effective </li></ul><ul><li>Flexible </li></ul>
  18. 18. Good Complaints Handling Characterisctis of the handler <ul><li>Open </li></ul><ul><li>Calm </li></ul><ul><li>Non-judgemental </li></ul><ul><li>Empathetic </li></ul><ul><li>Firm </li></ul><ul><li>Aware of personal prejeudice </li></ul>
  19. 19. Good Complaints Handling Do’s and Don’t’s <ul><li>Don’t </li></ul><ul><ul><li>Argue with complainant </li></ul></ul><ul><ul><li>Become personal </li></ul></ul><ul><ul><li>Pre-judge issue </li></ul></ul><ul><ul><li>Delay </li></ul></ul><ul><ul><li>Fudge </li></ul></ul>
  20. 20. Good Complaints Do’s and Don’ts <ul><li>Do </li></ul><ul><ul><li>Focus on the customer </li></ul></ul><ul><ul><li>Know the law and customer entitlements </li></ul></ul><ul><ul><li>Respond promptly </li></ul></ul><ul><ul><li>Get full facts </li></ul></ul><ul><ul><li>Give clear explanations </li></ul></ul><ul><ul><li>Apologise, if appropriate </li></ul></ul><ul><ul><li>Use discretionary power </li></ul></ul><ul><ul><li>Use to improve the service </li></ul></ul>
  21. 21. Further Information <ul><li> </li></ul>
  22. 22. Discussion