Feedback and complaints
Applies to: customers, staff or stakeholders who want to give feedback or make a complaint about DIT communications, engagement or services.
Steps
- Listen and thank the person. Do not argue or defend.
- Record their name, contact details, what happened and what outcome they want.
- Decide if it is general feedback or a complaint. Feedback is logged and shared with the relevant team in the weekly summary.
- For a complaint, log it in the complaints register and give the person a reference number.
- Tell the person it will be acknowledged within 2 business days and resolved or updated within 10 business days.
Escalate when
The complaint involves a privacy breach, alleges misconduct, or the person is asking for a formal review. Send these to the Engagement Manager straight away.