Peninsula Link Complaints Handling

Abigroup is committed to the provision of quality service to its stakeholders and the community and has adopted Standard AS ISO 10002:2006 (Customer Satisfaction – Guidelines for complaints handling) as a best practice policy. Abigroup AR113A Complaints Management (based on the Standard) will provide the guidance for handling complaints. To ensure the complaints handling processes are robust and continually improving a controls and status report procedure will be initiated for the Project.

Purpose and scope

To ensure guidelines are in place for the effective and consistent handling of complaints related to the operations of the Company. This process is not applicable to disputes referred for resolution under contractual arrangements or for employment-related disputes. The procedure aims to:

• support the provision of a quality stakeholder focused service; and
• address stakeholder’s expectations by providing an open and accessible complaints process.

Definitions

Complaint: An expression of dissatisfaction made to the Company, related to its operations where a response or resolution is explicitly or implicitly expected.

References

AS ISO10002 Customer satisfaction – Guidelines for complaints-handling in organisations.

Method

General

The engagement of stakeholders in the Company’s operations is increasingly recognised as a source of input into the Company’s decision making process. In broad terms stakeholder engagement is critical in:

• increased support for projects;
• prevention and resolution of conflict around project implementation;
• general implementation;
• generation of new business; and
• enhancement of the Company’s reputation.

One significant area of stakeholder engagement is in dealing with complaints received from stakeholders. How the Company handles complaints has a direct bearing on stakeholder perception. It is therefore essential that there is in place a complaints–handling process that:

• supports the provision of the highest possible quality service to our stakeholders;
• increases the level of stakeholder satisfaction; and
• enhances the Company’s relationship with the stakeholder.

The Company welcomes feedback, including complaints, from stakeholders. In particular, complaints when justified allow the Company to correct problems with its service, represent a chance to re-establish relationships and provide a basis on which to improve service quality.

Complaint Handling Principles

Adherence to the ‘Guiding Principles’ detailed in AS ISO 10002:2006 provides the platform from which effective handling of complaints are managed. These ‘Guiding Principles’ with notes on their application are included below.

Complaint Handling Process

The steps involved in the complaint-handling process are:

• Communication
  Information on how and where complaints can be made should be readily available. When a complaint is made, the complainant should, where applicable, be advised of their options for remedy and how they can obtain feedback.
• Receipt of the complaint
  The complaint needs to be recorded with the following information:

  • date and time of complaint
  • details of person who made the complaint
  • description of complaint
  • remedy requested (if any)
  • due date for response
  • person responsible for taking corrective action.

• Acknowledgement of the complaint
  On receipt the complaint should be acknowledged with the complainant particularly where the complaint is received by mail or email. Verbal complaints should be acknowledged as they are received.
• Assessment of the complaint
  After receipt each complaint needs to be assessed for security, safety or environmental damage implications, complexity, impact and the need for immediate action.
• Response to the complaint
  Following the investigation the appropriate corrective active action should be determined and implemented as soon as practicable.
• Communicating the decision
  Any corrective action taken which is relevant to the complainant should be communicated to them on completion.
• Closing the complaint
  Once completed the complaint record should be closed and filed.
• Obtaining feedback
  Wherever possible the complainants views on their degree of satisfaction of how their complaint was handled and the resulting corrective action should be obtained.

Review and Improvement

The ongoing effectiveness and efficiency of the complaints-handling process should be regularly monitored. This is generally a two-step process which firstly looks at the level of implementation of the various complaint-handling principles followed with a functional audit of the complaint-handling process itself.

In respect of the monitoring process, AR113B – Conformance to the Complaint-Handling Principles and AR113C – Conformance to the Complaint-Handling Process may be adopted in the latter a representative example of the complaints received should be taken for review.

Complaints handling Principles

Visibility

Information about the right and how and where to complain will be well publicised to staff and other interested parties.

Accessibility

Information about the process, flexibility in the methods, freecall facility and special arrangements and/or support for complainants with specific needs will be readily accessible.

Responsiveness

Each complaint must be acknowledged to the complainant immediately and dealt with promptly in accordance with its urgency. Complainants will be treated courteously and kept informed of the progress of their complaint.

Objectivity

Each complaint will be addressed in an equitable, objective and unbiased manner through the process.

Charges

Access to the complaints handling process will be free of charge to the complainant.

Confidentiality

Personally identifiable information concerning the complainant will be actively protected from disclosure without the complainant’s consent except for the express purpose of addressing the complaint.

Complainant Focused Approach

There will be a complainant focused approach which is open to feedback (including complaints) and our actions show our commitment to resolving complaints.

Accountability

There will be clearly established accountabilities for and reporting on actions and decisions with respect to complaints handling.

Continual Improvement

The continual improvement and quality of the complaints handling process is a permanent objective.