Consumer Action has commented on the draft Revision of AS ISO 10002-2006: Guidelines for Complaint Handling in Organisations.
We support the draft guidelines, but have made a number of recommendations including:
- that the guidelines provide more guidance on developing complaint handling processes which meet the needs of disadvantaged or vulnerable consumers;
- that Standards Australia consider whether elements from the British Standard for Inclusive Service Provision could be incorporated into the draft guidelines, or whether a separate standard modelled on the British Inclusive Service Provision standard should be developed for Australia; and
- that minor amendments be made to the sections dealing with early resolution of complaints and communicating with complainants.
To read our submission click: Guidelines for Complaint Handling in Organisations.