Complaint handling policy and process

1. Introduction

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1.1 Purpose

This policy is intended to ensure that NESA handles complaints in a way that is responsive, consistent, fair and courteous. The complaint management system is intended to:

enable NESA to respond to issues raised by people making complaints in a timely and cost-effective way
respect the privacy of the person making the complaint
boost public confidence in NESA's administrative process
provide information that can be used to improve quality in NESA's products, services, staff and complaint handling.

1.2 Scope

This policy applies to all NESA staff receiving or managing complaints from the public made to or about NESA, regarding NESA's products, services, staff and complaint handling.

This policy does not replace or override NESA policies and procedures regarding staff performance matters, grievances and public interest disclosures dealt with under separate mechanisms.

1.3 Organisational commitment

NESA expects staff at all levels to be committed to fair, effective and efficient complaint handling. The following table outlines the nature of the commitment expected from staff and the way that commitment should be implemented.

Who	Commitment	How
Chief Executive Officer, Executive Director, Corporate Governance and School Standards	Promote a culture that values complaints and their effective resolution.	Report publicly on NESA complaint handling. Provide adequate support and direction to key staff responsible for handling complaints. Regularly review reports about complaint trends and issues arising from complaints. Encourage all staff to be alert to complaints and assist those responsible for handling complaints resolve them promptly. Encourage staff to make recommendations for system improvements. Recognise and reward good complaint handling by staff. Support recommendations for product service, staff and complaint handling improvements arising from the analysis of complaint data.
Chief Financial Officer (CFO)	Establish and manage NESA's complaint management policy, processes and reporting.	Provide regular reports to the CEO on issues arising from complaint handling work. Ensure recommendations arising out of complaint data analysis are canvassed with the CEO and implemented where appropriate. Recruit, train and empower staff to resolve complaints promptly and in accordance with our policies and procedures. Encourage staff managing complaints to provide suggestions on ways to improve the complaint management system. Encourage all staff to be alert to complaints and assist those responsible for handling complaints resolve them promptly. Recognise and reward good complaint handling by staff.
Frontline staff	Demonstrate exemplary complaint handling practices.	Treat all people with respect, including people who make complaints. Assist people to make a complaint, if needed. Comply with this policy and its associated procedures. Keep informed about best practice in complaint handling. Provide feedback to management on issues arising from complaints. Provide suggestions to management on ways to improve complaints management. Implement changes arising from individual complaints and from the analysis of complaint data as directed by management.
All staff	Understand and comply with NESA complaint handling practices.	Treat all people with respect, including people who make complaints. Be aware of this policy and its associated procedures. Assist people who wish to make complaints access the NESA complaints process. Be alert to complaints and assist staff handling complaints resolve matters promptly. Provide feedback to management on issues arising from complaints. Implement changes arising from individual complaints and from the analysis and evaluation of complaint data as directed by management.

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