Guide to Problems Handling Dissertation

EFFICIENCY UNIT EYESIGHT & QUEST

Vision Statement

To be the preferred consulting partner for all authorities bureaux and departments also to advance the delivery of world-class public services to folks of Hong Kong.

Mission Assertion

To provide proper and implementable solutions to all of our clients because they seek to deliver people-based govt services. We all do this simply by combining each of our extensive comprehension of policies, our specialised understanding and the broad contacts and linkages throughout the Government and the exclusive sector. In doing this, we join our clients in contributing to the advancement in the community when also offering a fulfilling career for all people of our team.

A Guide to Complaints Handling and Public Questions

1

FOREWORD

Handling problems well can be described as mark great government. Accomplishing this depends not simply on well-behaved frontline personnel but on the commitment, understanding and attention of the minds of bureaux and departments and all levels in between. Good complaints handling does not mean acceding to every obtain, but it truly does demand hearing, understanding, detailing and helping wherever possible. We need to address every complaints in a fair and professional manner, and talk the outcomes truthfully and expeditiously. This guide can be described as first make an effort to provide extensive advice to all or any departments regarding complaints and public questions handling. I trust it can easily evolve while experience can be shared between staff and since we learn from the public that we serve. It really is unrealistic to believe we can steer clear of complaints. Alternatively, we should everyone should be open complaints, rectify what could be rectified, and find out how to explain our procedures, objectives and services better.

Henry Tang Chief Secretary for Administration

2

Strategies for Complaints Handling and Community Enquiries

ITEMS

4 KEY POINTS 5 ADVANTAGES 8 PHASE 1: AN EFFICIENT COMPLAINTS CONTROLLING SYSTEM 1a) Guiding concepts 1b) Necessary features of an excellent complaints managing system 1c) Building a highly effective complaints managing system

12-15 CHAPTER two: HANDLING YOUR INITIAL CONTACT

GOLD RULES INTENDED FOR HANDLING YOUR INITIAL CONTACT 2a) Dealing with the original contact 2b) Helping the complainant be familiar with process 2c) Recording the complaint 2d) Electronic recording of complaints 2e) Dealing with difficult complainants GOLDEN GUIDELINES FOR CHECKING OUT A GRIEVANCE 3a) Determining the complaints handling party 3b) Controlling misdirected problems 3c) Preparing and implementing an investigation 3d) Dealing with cross-departmental complaints 3e) Escalating grievances 3f) Participation by The Ombudsman GOLDEN GUIDELINES FOR PROVIDING A GOOD QUALITY RESPONSE 4a) Displaying understanding of the explanation for complaint 4b) Demonstrating the complaint has been thoroughly looked into 4c) Explaining the outcome of the investigation 4d) Replies to emails FANTASTIC RULES INTENDED FOR HANDLING REPEATED COMPLAINTS 5a) Identifying what causes repeated grievances 5b) Offering complainants the opportunity to ask for a review/appeal 5c) Dealing with continual complaints FANTASTIC RULES INTENDED FOR LEARNING FROM COMPLAINTS 6a) Recording complaints info 6b) Examining complaints data 6c) Briefing senior supervision fully and regularly about complaints received 6d) With the need for assistance delivery/policy changes 6e) Telling and connecting lessons discovered 6f) Obtaining feedback via complainants on complaints handling 6g) Monitoring and manipulating the complaints controlling process 6h) Avoiding " unnecessary” grievances 7a) 7b) 7c) 7d) 7e) Aims Handling the initial contact well Adopting integrated, multiple stations Be aware of value for money Minimising " unnecessary” enquiries

twenty four CHAPTER three or more: INVESTIGATING A COMPLAINT

up to 29 CHAPTER 5: PROVIDING A HIGH QUALITY RESPONSE

thirty-two CHAPTER your five: HANDLING REPEATED COMPLAINTS

thirty-six CHAPTER six: LEARNING FROM GRIEVANCES

43 CHAPTER 7: HANDLING PUBLIC ENQUIRIES

47 ANNEX – TEMPLATE TO PUBLICISE COMPLAINTS CONTROLLING MECHANISMS Helpful information...



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