Recording Keeping and Reviewing Data

Your business should keep accurate and up to date records of all complaints, the action you have taken, the decisions made and the outcome (Standards Australia, 2014).

A good test to see whether the details of the complaint have been well recorded is to ask yourself: if I sent this record to another person who manages complaints in my business, who knows nothing about this, would they be able to take over management of the complaint? (Cook, 2012).

Information collection

  • Your business’ information collection about complaints should include:
  • A process for identifying, gathering, maintaining, storing and disposing of records
  • Recording each complaint and keeping these records
  • Maintaining a record of the staff training that those who receive complaints have had
    Criteria for responding to requests for records and relating to publication of any records kept. (Standards Australia, 2014).

Reviewing your data

You should also regularly review any complaint data to check whether there are any ongoing problems within your or-ganisation which require improvement in order to reduce the number of complaints, or to improve the services and increase customer satisfaction. (Sourdin, 2014) One way to do this might be to do brief regular reviews and an annual review. (Standards Australia, 2014).

There are a number of important questions to consider when reviewing your business’ complaints data. These are:

  • Are there issues within your business which could lead to repeat complaints and has this sort of complaint occurred more than once?
  • Was there an unreasonable delay in resolving the complaint?
  • Do you need to review your business’ processes in order to improve products or improve your complaints process?

Key points

  • Make sure all staff know how and where to accurately record complaints on a centralised system.
  • Make sure you and your staff note down all the relevant facts at the point when the complaint is received (and if necessary, after this), to ensure that the complaints can be assessed and dealt with properly and so that your data is accurate when you come to review it.