Cmps 20081211a Complaints Handling-2008 Government Survey

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The Survey

Objective To understand the current situation

To identify good practices

To pinpoint potential improvement areas

Scope

All bureaux and departments

All types of public complaints (Oct 2007 to Sep 2008)

Exclude statutory appeals, objections or petitions to the CE, staff complaints,complaints referred from selected statutory public bodies, and complaints about

crime and corruption

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Complaint Channels

but a website search revealed that

Some departments published the channels inconspicuously, e.g.

Click Service guide > XXX Complaints System (p.5)

Click About us > Enquiries and Contacts

Some avoid using the word complaint, e.g.

There will be occasions when, despite our best efforts, we are unable to provide the

services within the specified standards. In such cases, if you want an explanation or if you

feel that your case has not been dealt with adequately, you should ..., Comments and

Suggestions page

The telephone number given is the complaint hotline, but this is only stated explicitly on a

departmental press release

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Complaints Received

Different mix of complaints observed Considerable number of referrals received from external sources (excluding 1823)

Are the existing complaint channels effective?

Any issue on publicity of complaint channels?

Considerable number of complaints related to regulatory/oversight responsibilities

Have different procedures been established to deal with such complaints?

Considerable number of complaints on policy issues 6% departments say policy prevents customer satisfaction

38% departments say complainants disagree with policy

47% departments receive complaints involving multiple departments

Have the bureaux been informed about the publics concerns?

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Complaints Handling System3


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Complaints Handling System

Good practices Clear roles and responsibilities of staff at different levels

Emphasise the importance of provision of customer-oriented service

Developed complaint record forms

Developed sample letters for communication with complainants

Case studies on complaint handling

Improvement opportunities

Recognise the importance of complaints

Multiple channels

Facilitation of making complaints

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Dealing with Complaints5

The problem is

mainly with thecomplainants?


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Dealing with Complaints

Target response time Interim reply

Departments: 94%

Target: normally 7 10 days

Substantive reply

Departments: 72%

Target: normally 10 30 days

Keeping complainants informed of

case progress

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Engagement of Service Providers7

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Good practices Maintaining close communication with complainants

Control mechanism on complaint processing time

Mechanism to handle repeated, groundless or malicious complaints

Limiting the number of internal referrals

Dedicated committees to monitor and review complaints

Job attachment programme for Customer Services Officers

Alert to potential complaint cases Quality assurance

Explaining your decisions

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Improvement opportunities Develop a mechanism to handle cross-departmental complaints

47% of departments have received such complaints but over 40% dont have a

mechanism in place

Publicise complaint statistics

Increase transparency

Increase alertness

Help make the system more robust

Ensure consistency of complaint handling practice by external service providers

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Analysis and Reporting10

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Analysis and Reporting

Not many departments produce reports that are seen by seniordirectorate officers

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Analysis and Reporting

Improvement opportunities Compile report and analyse

Ensure that reports are seen regularly

by directorate officers

To regularly review the complainthandling system and/or conduct

customer satisfaction survey

Analyse the causes of complaints

Identify systemic weaknesses andimprovement areas

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Assistance Required13

Documents

Cmps 20081211a Complaints Handling-2008 Government Survey