Submission: Guidelines for Complaint Handling in Organisations

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.

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