Don’t be complacent about complaints

A new online resource to help small businesses deal with complaints has been developed by the Society of Consumer Affairs Professionals Australia (SOCAP Australia).

The SOCAP Australia Small Business Complaints Toolkit can assist SME business owners and operators, and complaint handlers working in all businesses with strategies to review their complaints-handling processes and identify the value good complaint handling can bring to a company’s performance and bottom line.

The toolkit was launched this week by the NSW Minister for Innovation and Better Regulation Victor Dominello at the National Consumer Congress in Sydney.

The toolkit is an online resource for people handling complaints in small to medium business and also for any person looking after customer care and provides convenient access to further information on Australian Consumer Law.

Information in the toolkit includes the topics:

  • Why complaints are important.
  • Responding to complaints.
  • Your complaint record keeping.
  • Talking to customers.

The toolkit can be viewed online from the SOCAP Australia website, or downloaded, and includes templates such as ‘Complaint Acknowledgment Letter’ and ‘Responding to a Complaint Letter’, and postcards which can be distributed onsite for staff and clients that highlight complaint-handling procedures.

The Small Business Complaint Toolkit is a joint project between SOCAP Australia and the Australian Centre for Justice Innovation from Monash University and builds upon the Australian Competency and Ethical Framework for Complaint Professionals, the SOCAP Australia guideline for complaint handlers undertaking national certification under the SOCAP Australia Complaints Professional Certification Scheme.

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