2014 loraine dartnell working together for better complaint management
TRANSCRIPT
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Working together for better complaint
management
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finding inspiration
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the relationship between dispute resolution and complaints management
Legal system
External Dispute
Resolution
Mediation
Complaint management
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the relationship between mediation and complaints management
Mediation Complaint Mgt
Process standards
Australian National Mediator Standards
AS/ISO10002 – International Standard on Complaint Handling
People standards
Australian National Mediator Standards
Complaints Handling Guidelines (draft)
Settings
Face-to-face, phone, online, 1:1, groups
Phone, email, in writing, face-to-face, tribunals
Role of facilitator
Enable parties to reach agreement Negotiate a mutually agreeable resolution – get agreement
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complaint management systems and processes
Frontline resolution
• Call centres
Internal escalation
• Customer Relations (Internal Dispute Resolution)
External Dispute Resolution (EDR)
• Ombudsman
• Tribunals
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Complaints Managers
Superheroes of the corporate world
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benefits of cross training in dispute resolution
• Keeps it interesting • Broadens your skills and experience • Makes you better at your job • Increases your career prospects • Improves industry standards • Achieves better outcomes
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mediation in complaint handling
Benefits of mediation in complaint handling: • Neutral third party increases trust • Expedite decisions and outcomes • Identify options you hadn’t
considered • Strengthen position with EDR
bodies • Mend the relationship not just
resolve the complaint
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