2011 is set to be a good year for Richlands local Tim Bailey as he finally returns to the workforce after suffering a severe back injury in 2009 whilst working as a mechanic.Read More
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Complaints are an important part of any business and provide opportunities to improve on processes and allow us to reflect on the way services are provided.
As part of the Performance Management Program, insurers are expected to have a documented complaints management system that ideally complies with AS ISO 10002 - 2006 Customer Satisfaction - Guidelines for complaints handling in organisations.
The standard provides nine guiding principles that underpin best practice for complaints management. They are:
Complaints will be one area targeted in compliance audits. Your complaints register and procedures will be reviewed during the audit. If a complaint has been received and actioned by Q-COMP the relevant claim will be included in the audit sample.
When undertaking your self assessment audit, we ask that you also include a review of the complaints program as part of that process.
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