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complaints management manualToll free: 1800 068 908. Interpreter: 131 450What are an agency’s public interest disclosure obligations? The community expects government organisations to be customer-focused and responsive to complaints. It helps to measure customer satisfaction and is a useful source of information and feedback for improving services. Often customers are the first to identify when things are not working properly. Poorly handled complaints can be an expensive exercise that reflects badly on the organisation and reinforces poor business processes. They should be given reasonable assistance to make their complaint. In relation to customer complaints, this means that complaint handlers are required to identify and consider all relevant human rights when assessing and responding to complaints made under a CMS. The Human Rights Act requires all government agencies in Queensland to act compatibly with human rights and to give proper consideration to human rights before making a decision. Under s 58(1) of the Act, it is unlawful for government agencies: The complainant must lodge their complaint with the agency in the first instance. In exceptional circumstances, the Queensland Human Rights Commission (QHRC) may also accept a complaint before the 45 business days have elapsed. If the complainant has not received a response from the organisation within 45 business days, or is dissatisfied with the organisation’s response, they can make a complaint to the QHRC. Assessing compatibility with human rights Compatible with human rights is defined in s 8 of the Act. Section 8 says that an act or decision will be compatible with human rights if: To carry out these responsibilities, when acting or making decisions, agencies should follow these steps. Step 1: Identify relevant rights Look through the list of the 23 rights protected under the Act and see what rights are relevant to your situation.http://15441707.com/data/board/20200922135318.xml

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Step 2: Consider the impact Will your decision limit or restrict any of the relevant rights you’ve identified. No: If rights are not being limited, you are acting compatibly with human rights. Yes: If human rights are being limited, or if you are unsure, you should move to step 3. Step 3: Determine whether the limit is reasonable and justified Ask yourself the following questions about the decision or action you are proposing: If you can’t identify a law or regulation then you may not be able to limit rights. Does it achieve a legitimate purpose? You may wish to seek legal advice if you need more detailed guidance on a specific issue, or consult the Queensland Human Rights Commission website for more information: www.qhrc.qld.gov.au It is a merits review of the complaints process and outcome. An internal review officer should: These reports are sometimes tabled in the Queensland Parliament and released publicly. Book in for our complaints management training, have your complaints management system reviewed or seek our free advice about managing complaints and good decision-making. The training is suitable for all public sector decision-makers, including supervisors and managers. What are an agency’s public interest disclosure obligations. Interpreter: 131 450What are an agency’s public interest disclosure obligations? It should outline an organisation's commitment to the principles that underpin the complaints management framework. They should be consistent with the policy commitments and objectives. The policy and procedures may be one document or separate documents. It provides that an organisation should have a complaints management policy with supporting procedures. Councils must have written policies and procedures that support the complaints management process. For equity and fairness, Queensland public universities have adopted student grievance and appeals processes that apply to all students. Learn more about our free advisory services and how to book.https://assurewaydealerportal.com/fck_upload/dm12-virtue-oled-board-manual.xml This includes the approving body or person and the approval, commencement and review dates. Excluded complaints may include corrupt conduct complaints, public interest disclosures and complaints with specific statutory rights of review or appeal. The relevant legislative provisions or related policies and procedures for dealing with excluded complaints should be identified in the policy. For councils, both the policy and procedures are to be available to the public via their website and public offices. The policy should address resources and training for complaint management. The policy should refer to the organisation’s guidelines on the behaviour expected of staff and complainants and the health and safety of complaints management staff. It should be easy to follow and understand by customers and staff. The policy and procedures should clearly outline the responsibility and authority for management and staff. Definitions should be consistent with any relevant legislation and standard. The training is suitable for all public sector decision-makers, including supervisors and managers. What are an agency’s public interest disclosure obligations. Scope Any current or former JCU student can make a complaint under this policy. JCU or any JCU unit, staff member or student can be the respondent to a complaint under this policy. When a complaint falls within the provisions of another University policy, then the complaint will be dealt with under that policy. If a complaint has been dealt with as a formal complaint under another University policy, the same complaint cannot be the subject of a formal complaint under this policy. If a decision about a formal complaint has been the subject of an appeal processed under another University policy, the same decision cannot be the subject of an appeal under this policy. Nothing in this policy is intended to exclude or in any way affect the application of the legislation in force in the place where a decision, act or omission leading to a Complaint, arises or occurs. Definitions Definition of terms used in this policy are as per the Policy Glossary with the following additions: Complainant: A current or former JCU student who makes a complaint. Any circumstance related to University operations, services, and decisions, or the conduct of its staff, its students, or people associated with the University or using University facilities may be the subject of a complaint. Contact Officer: A Contact Officer means a Contact Officer appointed under the Discrimination and Harassment policy or where no Contact Officers have been appointed, then the Discrimination Advisor under the same policy. Discrimination: Discrimination means discrimination as defined in the Discrimination and Harassment Policy. Formal complaint: A formal complaint is a complaint that is submitted in writing to the University in accordance with clauses 2.1 to 2.4 of the Procedures in this Policy. Harassment: Harassment means harassment as defined in the Discrimination and Harassment Policy Informal complaint: An informal complaint is where a complainant seeks to resolve the matter before a formal complaint has been submitted under this Policy. Investigation Panel: A panel formed to investigate research candidature matters. JCU Student Association Student Advocate: A JCU Student Association Student Advocate includes any staff member of the Student Association so designated by either the Cairns or Townsville Directors of the JCU Student Association. Natural justice: Natural justice, also known as procedural fairness, is concerned with the procedures used by a decision-maker, rather than the decision reached. It requires a fair and transparent procedure be used when making a decision, which includes the respondent being informed of the complaint.http://charlescarteronline.com/images/compass-clinometer-manual.pdf All parties to a complaint (complainant and respondent) must be afforded natural justice. Natural justice requires: The right to be heard; The right to be treated without bias; A decision based on evidence. These rules involve parties to a complaint having a reasonable opportunity to prepare and present a case and to have their cases considered justly. Responsible Officer: The University staff member who is responsible for the determination of a formal complaint. Staff member: A member of staff of James Cook University, James Cook University Brisbane or James Cook University Singapore. Student Appeal: A student appeal is a statement by a student that is submitted to the University in accordance with the Student Review and Appeals Policy. University working day: University working day means a day other than Saturday or Sunday, or a public holiday or a Vice-Chancellor declared University holiday in the place or places in which an act or event (including the making of a determination or decision) is to be done under this Policy. Policy and Procedures Principles JCU is committed to having an effective system of complaint management that responds to complaints in a positive way and contributes to the continuous improvement of the teaching and learning environment. This Policy and related materials and forms will be promoted to and readily accessible by staff and students, including through the JCU website. A student has the right to make a complaint, and to submit an appeal on reasonable grounds about the determination of their complaint, to the University. Complainants will have an opportunity to formally present their case at minimal cost to themselves. Students are encouraged to resolve their complaint informally in the first instance. Should a student deem that informal resolution is not possible, appropriate or satisfactory; the student may submit a formal complaint. A complainant can appeal the outcome of a formal complaint, or of a determination under another Policy. (see Student Review and Appeals Policy ) A complainant may at any time withdraw their complaint, by notice in writing to the Director, Student Services. If a complaint is withdrawn, any processes arising out of the complaint may, at the discretion of the Director, Student Services, be either continued or discontinued. A complainant will not be treated less favourably, victimised, or otherwise discriminated against as a result of making or withdrawing a complaint. Complaints will be resolved in a timely manner. University officers must take or recommend appropriate action to discharge any of the University’s duty of care obligations which arise during the complaint resolution process. Confidentiality must be maintained to the greatest possible extent at all stages of the complaint management process. Communication must be limited to persons to whom disclosure is consistent with their official position and responsibility, or with specific responsibility to assist in the resolution of the complaint or appeal. A complainant will be referred for assistance in preparing and submitting a complaint or appeal to appropriate advocacy options and support services. A complainant or respondent may at any stage seek the assistance of a support person, other than a person acting in the capacity of a lawyer. Note: JCU Student Association Student Advocates are available to all JCU students to assist in the complaint process. Parties to a complaint will conduct themselves honestly and courteously and seek to achieve an amicable resolution of the complaint where possible. The complaint resolution process will be conducted in accordance with the principles of natural justice. Resources such as training, documented procedures, guidelines, templates and supporting information technology systems will be available to staff who will be involved in responding to student complaints. Parties to a formal complaint or student appeal will be kept informed of the progress of the complaint or appeal, and, within a reasonable timeframe, will be provided with written advice of the University’s determination(s) in relation to the complaint or appeal and the reason for the determination(s). The availability of the University’s complaint management processes does not remove a person’s right to contact, lodge a complaint with, or seek a review by an appropriate external organisation or to take action under relevant laws. Procedures 1. Informal complaint resolution 1.1 Students are encouraged to resolve their complaint informally in the first instance by making an initial approach to the relevant staff member or student to discuss the matter. This informal method of resolution allows the parties to explore options and make their own decisions about how to resolve a complaint rather than having a third party make and enforce a decision. 1.2 A student wishing to make a complaint is encouraged to seek advice from a person independent of the complaint and knowledgeable about this complaint resolution process, such as a JCU Student Association Student Advocate or an appropriate staff member (including a Contact Officer). If the Director, Student Services determines that a submission is not made in accordance with clauses 2.1-2.4 it will be referred back to the complainant. An anonymous complaint will be recorded: further action with regard to that complaint will depend on the ability to consider the complaint without being able to seek to verify claims made in it through further contact with the complainant. 2.7 The Director, Student Services may make an assessment that a complaint is frivolous, trivial or vexatious, dismiss the complaint and notify the complainant. The decision of the Director, Student services is final and not subject to further review within the University. This does not preclude a student from seeking review by an appropriate external body. 2.8 Subject to clause 2.7, the Director, Student Services will refer a Formal Complaint within five (5) days of its receipt. Where the complaint falls within the provisions of another University policy, the complaint will be referred to be dealt with under that policy. Where the complaint is to be managed under this policy, the complaint will be referred to the relevant College Dean, Director or equivalent, or, with regard to research candidature matters, the Dean of Graduate Research (the “Responsible Officer”). Where the Director, Student Services determines that a conflict of interest or apprehension of bias exists, the next most senior officer will be appointed as the Responsible Officer. The Director, Student Services will advise the complainant of the Responsible Officer, the date of referral of the complaint and anticipated time-frame for response. 2.9 The Responsible Officer will determine a process for resolving the complaint. The Responsible Officer shall ensure all parties are afforded natural justice, which includes providing the respondent with the opportunity to respond in writing to the complaint. Where the complaint relates to an allegation of discrimination or harassment, the Responsible Officer shall seek advice from the. Dean Learning, Teaching and Student Engagement 2.10 The Responsible Officer will consider whether or not the complaint is substantiated and the appropriate response. 2.11 The Responsible Officer will report in writing on the complaint resolution process and the determination concerning the complaint (“the Responsible Officer’s Report”) to the complainant, any respondent and the Director, Student Services within not more than fifteen (15) University working days of receipt of the complaint, other than where the Director, Student Services has approved an extension (see 2.12 and 2.13) The Responsible Officer’s Report will: Document the process used for resolving the complaint and findings relevant to the complaint. Note if an agreement has been reached by the parties and, if so, the terms of that agreement. If no agreement is reached by the parties, state the determination and provide reasons in support of it. Where the Responsible Officer has authority to do so, state any actions (including remedies if appropriate) which, as a result of the determination, have been undertaken or are to be undertaken under the Responsible Officer’s direction. Recommend actions (including remedies if appropriate) which are not within the Responsible Officer’s authority but which the Responsible Officer considers are required as a result of the determination. Refer to the student’s right to appeal—see section 3 below. For record-keeping purposes, the Responsible Officer will also provide the Director, Student Services with a copy of all documentation relevant to the complaint. If the Responsible Officer has made any recommendations for actions required as a result of the determination, including the review of policies or procedures, the Director, Student Services will consider the recommendations and take action as appropriate. 2.12 Where the Director, Student Services makes the assessment that, due to the nature of the complaint, the Responsible Officer will require more than fifteen (15) days to reach a determination, the Director, Student Services when referring the allegation to the Responsible Officer may nominate a longer timeframe for the Responsible Officer to provide a report. 2.13 Where a determination has not been able to be reached by the due date, the Responsible Officer may seek an extension from the Director, Student Services of the time required to provide a report. The request for an extension will outline the steps already taken and those steps still to be taken to finalise the complaint resolution process. If an extension is granted, the Director, Student Services will advise the complainant of the new timeframe anticipated for response. 2.14 Where a Responsible Officer fails to act with regard to clauses 2.8-2.13, the Director, Student Services will refer the complaint to the next most senior officer, who then becomes the Responsible Officer. The Director, Student Services will advise the complainant of the new Responsible Officer and date of referral of the complaint. 3. Student appeal process 3.1 If a complainant, after receiving a determination of their formal complaint, believes they have grounds for a student appeal, they may initiate that appeal. (see Student Review and Appeals Policy ) 4. Remedies 4.1 If a complaint is upheld, the Responsible Officer must give consideration to an appropriate remedy and should take into consideration any remedial action the complainant has sought. 4.2 A remedy must be within the authority of the staff member who has determined the complaint or considered the appeal, or, if not, recommended by that staff member to another staff member who has the authority to grant such a remedy and approved by that authorised staff member. 4.3 If a remedy is approved, then the University will action its corrective and preventative actions as soon as possible. The staff member who authorised the remedy will keep the complainant informed of progress in implementing the remedy. 5. Avenues for External Appeal 5.1 A student has the right to contact or lodge a complaint with external organisations at any time. The University notes that many external bodies advise that, ordinarily, students should first attempt to resolve their grievances internally using the procedures of the University before seeking external assistance. 5.2 The following complaints handling services provide free and impartial external appeals processes that complainants may choose to access: The Queensland Ombudsman has jurisdiction to investigate administrative actions undertaken by Queensland universities. Students may contact the office of the Queensland Ombudsman at any time throughout or after the complaint process. Generally the Ombudsman only investigates claims once all internal appeals processes with the University are determined and internal appeal avenues are exhausted. The Anti-Discrimination Commission Queensland can investigate complaints of discrimination. Students may contact the Commission at any time throughout or after the complaint process. The Australian Human Rights Commission can investigate complaints of discrimination and human rights breaches. Students may contact the Commission at any time throughout or after the complaint process. 5.3 Students studying at the JCU Singapore campus who remain dissatisfied with the determination of their complaint by JCU may use the Singapore Government’s approved dispute resolution scheme managed by the Council for Private Education (CPE) in Singapore. The student may approach the CPE’s Student Services Centre (SSC) for help. Communication about the complaint must be limited to persons to whom disclosure is consistent with official position and responsibilities. 8.2 Many accusations are potentially defamatory. Related documents and legislation The University complies with all the requirements of the Education Services for Overseas Students Act 2000 (Cwlth) and the National Code of Practice for Registration Authorities and Providers of Education and Training to Overseas Students. The University notes AS ISO 10002-2006 Customer satisfaction—Guidelines for complaints handling in organizations. Code of Conduct Enrolment Requirements for International Student Visa-Holders Information Privacy Policy Records Management Student Code of Conduct Staff Guidelines Administration NOTE: Printed copies of this policy are uncontrolled, and currency can only be assured at the time of printing. Please upgrade your browser or activate Google Chrome Frame to improve your experience. Learn about i-Sight software today Posted by Katie Yahnke on May 28th, 2019 Is your business using social media tools to their full capability. Chances are, it is not. Many businesses today know that social media is there, but they are not sure how to leverage its power. No matter how big or small your business is you should strive to incorporate social media into your customer service and complaints program. In today’s technology-driven society it is the only way to meet the needs of your customers and be where they are. Plus, social media is quickly becoming one of the most effective means of getting attention. Consumers turn to Facebook and Twitter to air their views, both positive and negative. And since negative experiences garner so much more attention than positive ones, it’s important to keep a constant eye out for any complaints on social media. Case management software helps companies track, manage, respond to and resolve customer complaints, including those received online. Learn more here. Why Social Media? Millions of people around the world are using social media. While many use it for personal entertainment, others use it for business and shopping. They may choose to follow a company, opting to receive their updates about sales and specials. It’s one of the simplest forms of marketing around because people are opting to take part and yet there are two problems that many businesses are not getting when it comes to social media. First, it is crucial they use it to reach their target audience and stay on their radar. The other is interacting with customers in order to keep them satisfied. One of the most frustrating things for a customer is to get no response from a company when they have an issue with a service or complaint. Because we are technology-driven, many people will go to your social media site in order to send you a message about being unhappy. What you do with that message is going to determine if the customer does business with you again. Effective vs Ineffective Social Media Complaint Management Unfortunately, many businesses are not doing anything with that message. For example, one quick look at complaints posted to the Ford Motor Company Facebook page showed that very few customers received any replies. Only a few of the many customer concerns or complaints were addressed publicly by the company. On the other end of the spectrum, a quick survey of Nike’s Twitter page and it is clear to see they are on top of it. Most of their tweets are either answering questions, responding to complaints or providing assistance in other ways. Which scenario will leave a customer wanting to do business with the company again and which will leave them feeling jaded. It is crucial that social media complaints be addressed by the company, even if it is to say the person will be contacted privately. Addressing Online Complaints There are numerous lists explaining the best practices for handling complaints ( including this one ). But here are six rules or recommendations specifically regarding social media complaints. 1. Respond Quickly The faster you respond to a public complaint, the more compassionate you look. Quick public responses to social media complaints also make the company look professional and “on-the-ball”. Since Twitter moves swiftly, it’s recommended to respond to complaints within two hours. Facebook is a little slower, but you should address complaints here within 24 hours. Customers don’t expect you to solve the issue on the first contact, but it’s critical that you engage with him or her and open the lines of communication publicly. 2. Respond Personally When addressing consumer complaints on social media, it’s a good idea to use the customer’s name whenever possible. This kind of personal interaction is in the public eye and shows that the company cares about the problem being raised. Thank the complainant for leaving his or her valuable feedback online and make it clear that the company values complaints and sees them as an opportunity to improve. The public appreciates this kind of transparency and sees it as a genuine effort to provide great customer service 3. Don’t Delete or Otherwise Try to Hide the Post Deleting or ignoring a consumer complaint on social media can damage your company’s reputation in a very public way. Deleting a complaint gives the impression that you are hiding something. It’s the same thing as ignoring a customer in your establishment, or worse. Even an irate consumer should be acknowledged. Sometimes engaging the person is enough to stop a social media rant that could harm you. Deleting the complaint will only make the customer angrier and more prone to ranting on social media. 4. Apologize to Them Apologize simply and clearly, without making excuses. Save the excuses and explanations for your private conversation with the customer. If there is a legitimate explanation for the problem, and it doesn’t sound like an excuse, furnish it only if you think that it will help others who are reading the complaint understand better. But often it’s just better to apologize and get straight to solving the customer’s problem. 5. Go Offline After acknowledging a complaint and expressing a desire to fix it, it’s often best to get offline and communicate with the customer privately. Ask the customer if he or she would like to communicate by telephone, email or using the private message option on the social media platform. Once the complaint is resolved, encourage the satisfied customer to go back to social media and post their satisfaction with the outcome of the complaint. That’s how you turn a social media negative into a positive experience for your company. 6. Monitor for Rogue Complaints Tweets that don’t use the company’s handle pose significantly less risk to brand reputation, actively seeking out the rogue complaints is a mark of “how much they care about making things right for the customer,” said David Howard, former director of marketing at Bright Pattern Inc. Free monitoring tools like Keyhole allow users to search for specific words mentioned on Twitter. Other programs, particularly Hootsuite, are capable of sending notifications when tweets use words commonly associated with a company’s brand. Whose Role is This? Companies have had to change the way they administer customer service to ensure that social media communication is addressed as quickly as possible, but this has often been hampered by lack of integration. In many cases, social media responsibilities are pushed onto the marketing team rather than the customer service team. This leads to the growth information silos and answers that are inconsistent with those provided through other channels. An integrated approach to social media in an organization could involve the implementation of case management software to handle complaints, whereby any complaint received via social media is funneled into the case management tool upon receipt. This way customer complaints are managed, addressed and resolved according to a process, no matter how they are received. Complaints received by someone in marketing via social media will make their way immediately to someone in customer service or complaint resolution. Either way, every company should have someone dedicated to their social media efforts. Their job should also be to take customer complaints and service issues and manage them appropriately. What that is in your company may vary. Perhaps that person handles it all, or they funnel the message to the person who does.