Listening Post: Complaints Handling Benchmarking

Complaints Management Assessment Tool

Knowing that your complaints management system provides satisfactory resolutions is important to all public and private organisations and their clients. Good quality processes for receiving, managing, escalating and resolving complaints are an important component to any Universities administrative support systems and its risk management strategy.

Benefits in participating in the self-assessment tool include:

• appreciation of the requirements of the new Australian Standard
• a comprehensive conformance-oriented analysis of your existing process
• a fully confidential report including graphs and narrative reviewing process strengths and weaknesses, and providing an over-arching index of conformance
• tailored advice of which process areas require remedial management attention.

In addition to this business diagnostic tool providing confidential information on your University's conformance, all data collected from universities will provide a benchmark report illustrating higher education common practice and conformance. All information is this report is unidentifiable to individual universities.

A fee is applicable to access the online diagnostic tool. HES has negotiated a very favourable low cost fee for universities who wish to use the online business diagnostic tool.

Go to www.listeningpost.com.au for details.

Procedures Will Ensure Confidentiality Of Data

Universities can be assured that their own information remains confidential and is not able to be identified by either Listening Post or HES as relating to that university.

When universities have paid their access fee to Listening Post, the AS ISO 1002 Standards Questionnaire will be forwarded and a Unique Access Code for accessing the online diagnostic tool will be provided separately by HES.

The Access Fee is payable to Listening Post when universities place an Online Order for the questionnaire and unique access code.

Universities must establish a Confidential Online Password when activating the online diagnostic tool to input ISO Questionnaire data.

HES will have no knowledge of the online password and Listening Post will not be able to identify the organisation to which each unique access code has been issued ensuring confidentiality.

An online Complaints Management Benchmarking Diagnostic Tool will be open for all universities to access between 30 November 2006 and 30 April 2007 in the first instance. Subject to demand, the period for access will be extended to accommodate all universities who wish to benchmark their complaints management processes again the International Standard AS ISO 10002.

Further details and processes about how to participate in this Project appear on the Listening Post website.

Listening Post Enquiries:

Kate Marie
Listening Post Pty Ltd - helping organisations optimise customer feedback
119 Willoughby Rd, CROWS NEST, NSW 2065
ph: (02) 9956 3832
mobile: 0414 517 122

Email: sales@listeningpost.com.au
Website: www.listeningpost.com.au

HES Enquiries:

Leanne Vaughan
Email: leanne@hes.edu.au