- Title
- Measuring Effective Complaint Handling by Government
- Creator
- Sourdin, Tania; Carlson, Jamie; Watts, Martin; Armstrong, Christine; Carlyle, Tanya; McGeoch, David
- Relation
- Australasian Dispute Resolution Journal Vol. 31, Issue 3, p. 210-222
- Relation
- https://legal.thomsonreuters.com.au/australasian-dispute-resolution-journal-parts/productdetail/49283
- Publisher
- Lawbook Co.
- Resource Type
- journal article
- Date
- 2021
- Description
- Effective complaints management should be a significant consideration for government. It offers a range of benefits including improved community attitudes towards government and public sector entities, reduced escalation costs and the opportunity for service process improvements. Despite a growing body of research about the benefits of effective complaints management, little is known about how complaints currently progress through government organisations and how effective complaints handling can produce a Return on Investment (ROI) for government. This article analyses how ROI measurements can benefit the government complaints sector. In addition, Social Return on Investment (SROI) measures that are part of a ROI calculation are explored. This article discusses the costs and benefits of effective complaints management by government organisations in a society where the environmental, social and economic impact of government action is increasingly relevant.
- Subject
- rate of return; complaints (Administrative procedure); consumer complaints - Government policy; dispute resolution (Law); Australia
- Identifier
- http://hdl.handle.net/1959.13/1450409
- Identifier
- uon:43923
- Identifier
- ISSN:1441-7847
- Language
- eng
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