BackA joint Australia/New Zealand Standard, AS/NZS 10002:2014 Guidelines for complainant management in organizations, was published on 29 October 2014. A representative of the office of the Ombudsman of New Zealand was a member of a committee that worked with Standards Australia and Standards New Zealand to update the 2006 standard (AS ISO 10002 Quality management – Customer satisfaction guidelines for complaint handling in organizations). Other committee members included the New Zealand Law Society and the Electricity and Gas Complaints Commissioner, as well as other representatives from the public and private sectors in both New Zealand and Australia.
The new Standard provides general guidance on the objectives and design of an effective complaints handling system, for both public and private sector organisations. The aim of the Standard is to assist organisations to put in place a complaints handling system that is open and accessible, allows for consistent and responsive management of complaints, contributes to an overall improvement in operations, and reduces the likelihood of complaints developing into ongoing disputes. The new Standard can be previewed and purchased here.
Source: Office of the Ombudsman, New Zealand
