An Informal Justice Perspective to Complaints Handling

Provides the first in-depth examination of complaints issues through the lens of access to informal justice and alternative dispute resolution

• Features an extensive literature review that considers a wide range of sources from the UK, Australia, Canada, Denmark, Germany, Hong Kong and the US
• Integrates a vast range of research and best practice information published by dedicated complaints handling bodies across different jurisdictions, such as the UK Parliamentary and Health Service Ombudsman, Commonwealth Ombudsman in Australia, Federal Ombuds in Canada and the New South Wales Ombudsman
• Brings together best practice research from both international and domestic public and private sector studies to promote the importance of having a clear complaints management framework and specific staff who are employed to manage and respond to complaints
• Considers international standards (e.g. ISO 10002 Quality Management: Guidelines for Complaint Handling in Organizations) as well as organisational and regulatory requirements such as the need to report on risk and the potential impacts of serious complaints

This book rethinks the way complaints should be interpreted by organisations, looking at them as opportunities to improve rather than things to be avoided. Instead, it argues that effective complaint handling can offer another pathway to ‘informal’ justice as opposed to ‘formal’ justice primarily delivered by courts and tribunals. It can promote procedural fairness, enable access to justice and save time and costs while improving products and services. With practical case study examples and practical approaches grounded in research, it provides informed guidance on the implementation of a complaints handling framework.

The book draws on an international range of sources, examining complaints handling in the private and public sectors in Australia, Canada and Europe and integrating best practices from specialised complaints handling bodies, including the UK Parliamentary and Health Service Ombudsman, Commonwealth Ombudsman in Australia, Federal Ombuds in Canada and the New South Wales Ombudsman.

It examines the processes used, how technology is changing the way in which complaints arise and are dealt with, and presents an organisational as well as a complainant perspective.