Office of the Ombudsman

IPA Diploma in the IPA Diploma in the Management of Modern Management of Modern Public Service DeliveryPublic Service Delivery

Dealing with Customer Complaints

Aoife Nic Réamoinn

Office of the Ombudsman

27 November 2008

Office of the Ombudsman

SummarySummary

Good complaints handling is a subset of good customer service

Good for customer Good for organisation

Office of the Ombudsman

OverviewOverview

Role of the OmbudsmanComplaints and ComplainantsGood Complaints Handling

Office of the Ombudsman

The Role of the OmbudsmanThe 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

Office of the Ombudsman

Role of the OmbudsmanRole of the Ombudsman

Ombudsman OfficesBackgroundStatutory Powers and FunctionsCharacteristics

Office of the Ombudsman

Role of the OmbudsmanRole of the OmbudsmanWhat do we examine?What do we examine?

Administrative Actions– Adverse affect– Within remit– Restrictions apply

Office of the Ombudsman

Role of the OmbudsmanRole of the OmbudsmanHowHow

ScreeningImpartial examinationCommunication with complainant RedressInternal Review

Office of the Ombudsman

Role of the OmbudsmanRole of the OmbudsmanRedressRedress

Restoration of rights/benefits

Acknowledgment

Explanation

Apology

Compensation

Office of the Ombudsman

Role of the OmbudsmanRole of the OmbudsmanImproving the ServiceImproving the Service

Customer Survey and Focus Groups

Managing Customer Expectations

Regular Communication

Quarterly Surveys

Office of the Ombudsman

Complaints and ComplainantsComplaints and Complainants Who What Why Who What Why

Clients/customersPublic in generalPublic bodies ‘Difficult’

Office of the Ombudsman

Complaints and ComplainantsComplaints and ComplainantsWho What WhyWho What Why

A complaint is an expression of dissatisfaction

Service provided or not providedSatisfaction/redress

Office of the Ombudsman

Complaints and ComplainantsComplaints and ComplainantsWho What WhyWho What Why

People complain because their expectations have not been met

Office of the Ombudsman

Complaints and ComplainantsComplaints and ComplainantsWho What WhyWho What Why

Valid Expectations– Mistakes, improper, bias, delay, inadequate

Unreal Expectations– ‘your job is to meet my all needs’

Office of the Ombudsman

Good Complaints HandlingGood Complaints HandlingValuesValues

Democracy and the citizenChecks and BalancesPrinciples of Natural JusticeRule of Law

Office of the Ombudsman

Good Complaints HandlingGood Complaints HandlingValuesValues

Citizens rights– To be heard, explanation/information,

assistance, remedies

Principles of Good Administration– Proper, fair, impartial

Customer Charters– specific commitments

Office of the Ombudsman

Good Complaints HandlingGood Complaints HandlingBenefitsBenefits

Gives a voice to the customerPromotes confidence in the organisationMeets stategic objectivesPromotes good public relationsProvides Feedback Provides quick solution to problems

Office of the Ombudsman

Good Complaints HandlingGood Complaints HandlingCharacteristics of systemCharacteristics of system

Accessible Simple Speedy Fair Impartial Confidential Effective Flexible

Office of the Ombudsman

Good Complaints HandlingGood Complaints HandlingCharacterisctis of the handlerCharacterisctis of the handler

OpenCalmNon-judgementalEmpatheticFirmAware of personal prejeudice

Office of the Ombudsman

Good Complaints HandlingGood Complaints HandlingDo’s and Don’t’sDo’s and Don’t’s

Don’tArgue with complainant

Become personal

Pre-judge issue

Delay

Fudge

Office of the Ombudsman

Good ComplaintsGood ComplaintsDo’s and Don’tsDo’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

Office of the Ombudsman

Further InformationFurther Information

www.ombudsman.ie

Office of the Ombudsman

DiscussionDiscussion