Complaints Management Conformance Tool Launched

HES in conjunction with Listening Post, a company specialising in complaints handling processes, is currently offering Universities the opportunity to assess their complaints management systems against the International Standards currently being introduced in Australia.

An online Complaints Management Benchmarking Diagnostic Tool isnow open for all universities to access.
In 2006 the old Australian Standards for Complaints Management, AS4269, has been replaced by the international standard AS ISO 10002. Specialist Company Listening Post has developed a business diagnostic tool which provides a self-assessment of conformance against the new standard.

The new standard, as adopted by Standards Australia, provides guidance on complaints management including customer focus, objectivity, privacy and confidentiality. Benefits of participating include a comprehensive conformance-oriented analysis of your University's existing processes and tailored advice of which processes may require remedial management attention.

Universities are complex organisations with obligations to a range of stakeholders. Best Practice strategies in service obligations such as complaint management are always evolving. High quality processes for receiving, managing, escalating and resolving complaints are an important component to any University's administrative support systems and its risk management strategy.

Subject to demand, the period for access to the diagnostic tool will be extended to accommodate all universities who wish to benchmark their complaints management processes again the International Standard AS ISO 10002.

To access the self-assessment tool a participation fee is required.

For more information see HES website.