Having a clear and simple way to handle complaints is a part in good customer service.

These tips will help you set up a good complaint system which follows the Australian Consumer Law and keep your customers happy.

Create a complaints policy 

Your complaints policy should:

• use simple words everyone can understand
• show how to handle complaints quickly and effectively
• say who the policy applies to
• what kinds of complaints it includes
• give clear instructions on how customers can send in complaints. This includes email, phone, or online form.
• include what information is needed to make a complaint
• describe the steps for resolving complaints
• set clear timelines for handling complaints e.g. will the customer get a confirmation? How long it will take to be resolved?
• explain how customers can take their complaints further if they are not resolved

Make sure your complaints policy is easy to find for both customers and employees. For example on your website and in staff training materials.

Set up a clear procedure

After you have a complaints policy, create simple steps for handling complaints to:

• make sure complaints are dealt with in the same way
• help staff know what to do.

Managing complaints processes

1.Speaking to the right person 

Choose team members to handle complaints. They need to have the power to fix problems. If a customer has a complaint, your staff can make sure the right team member can help the customer.

2.Give timeframes 

Create clear timelines for each step of the complaint process. Tell the customer what to expect and when. This helps builds trust. You can use automated emails to keep customers updated on their complaints.

3. Record the problem

Set up a system to record complaints, how you fixed them, and any follow-ups. This will help you manage complaints more easily. Databases or spreadsheets can be helpful tool to do this.

4. Conduct regular reviews

Check complaints often to find patterns and repeated issues. This will help you improve your products, services and processes.

Handling a complaint

Step 1: Listen to the complaint 

When a customer shares a complaint, thank them for telling you.,

Don’t blame anyone; instead take the time to listen to what they are saying and let them talk through their issue/complaint.

Step 2: Record the details

Write down all the details of the complaint, including the date, time, customer’s information, and what the issue is.

Step 3: Investigate the complaint

Ask questions to encourage the customer to explain more. Look at any important documents, like purchase history or past complaints, to get a full picture of the issue.

Step 4: Discuss solutions

After you have all the information, talk to the customer about possible solutions. Ask them what they think would fix the problem. This way, they feel involved, which can lead to a better outcome.

Also, know your responsibilities under Australian Consumer Law, so you can provide the right solutions.

More information is on:

• Consumer rights for products
• Returns, refunds, repairs and replacements
• Consumer rights for services
• Cancellations and refunds.

Step 5: Act on the complaint 

Once you agree on a solution, make it happen as soon as you can. Let the customer know how long it will take, so they know when to expect an update.

Step 6: Keep your promises

Make sure to follow through on any promises you made to the customer. Keep them updated about their complaint until it’s completely resolved.

Step 7: Follow Up

After the issue is resolved, contact the customer to make sure they are happy with the solution. This is also a good time to ask for feedback on how you handled the complaint, which can help you improve in the future.

If the complaint can’t be resolved 

Respond to complaints quickly to stop them from becoming bigger problems.

If you can’t settle a complaint, you might need to use formal dispute resolution methods. Consumer Protection’s conciliation service can help consumers and business resolve issues.

For more advice on resolving disputes call the Consumer Protection Advice Line on 1300 304 054

More information 

• Australian and International Standard (AS/ISO 10002-2006) - gives advice on creating a complaints process.
• Australian Government Business Managing customer complaints – has advice on how to deal with customer complaints and developing a process.
• Small Business Development Corporation WA for resources on handling customer complaints.
• The Complaints and Conciliation: A Guide for Consumers may also be helpful in understanding the customer’s needs.