Complaints management includes the methods and processes used by organisations to plan, operate and maintain an effective complaints handling system that reflects the needs, expectations and rights of complainants.

This requires a culture within the organisation that recognises the complainant’s right to complain and provides the mechanisms for complaints to be addressed in an efficient, fair and timely manner whilst ensuring management’s commitment to adequate resources and training.

Aligned to the principles of AS ISO 10002-2006 this framework assists organisations to understand how mature their complaints management activities are, where they would like them to be and the high level activities to enact measurable improvement.