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Indigo An Informal Justice Perspective to Complaints Handling | Erin Mills Town Centre
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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.
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.
The largest book retailer in Canada also offers toys, music, home décor, gifts and lifestyle products. What's Inside...Books, Magazines, CD’s and DVD’s, Toys and Gifts, Home Accents, Electronics, Baby’s and Children’s Section, Bath and Body, Kitchen and Bedroom, Stationary Located outside in the exterior plaza.
