introduction - gold coast 2018 commonwealth games … · web viewgoldoc’s customer feedback...

September 2017

Customer Feedback Guidelines

POLICY CONTROLEffective from: 25 October 2016Contact officer: Rebecca Masci, Manager Government CoordinationLast review date: 1 September 2017Next review date: Jan 2018Published externally: YesChoose an item.Status: ApprovedChoose an item. The Queensland Government is committed to providing accessible services to Queenslanders from all culturally and linguistically diverse backgrounds. If you have difficulty in understanding this document, you can contact us on (07) 5618 2018 and we will arrange an interpreter to effectively communicate the report to you.© Gold Coast 2018 Commonwealth Games Corporation 2016Public Availability Statement Tel: (07) 5618 2018Email: [email protected]: www.gc2018.com

Gold Coast 2018 Commonwealth Games Corporation Customer Feedback Guidelines

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1. INTRODUCTIONCustomer feedback will be important to how Gold Coast 2018 Commonwealth Games Corporation (GOLDOC) delivers the Commonwealth Games, ensuring all employees, volunteers, suppliers and GOLDOC partners have a role to play in customer feedback management.The Customer Feedback Framework is based upon the GOLDOC Customer Feedback Policy, which outlines the guiding principles and responsibilities of each person in responding to, and actioning, customer feedback.GOLDOC customers include anyone that interacts with the Gold Coast 2018 Commonwealth Games (GC2018/the Games). This may be to formally receive a product or service, or simply to enquire for information about the Games. Customers could be internal stakeholders (eg. employees, Games Delivery Partners) or external stakeholders (eg. spectators, local residents).

While GOLDOC is not directly responsible for all Games related activity, it will act as the central point of receipt for all customer enquiries on GC2018, working to capture and channel their feedback into the relevant supporting agencies.

2. OBJECTIVES To provide an enterprise-wide uniform and concise framework for the management of

customer feedback. To provide all GOLDOC employees, volunteers, suppliers and GOLDOC partners with

clear guidelines as to the process and appropriate methods for managing customer feedback.

To deliver Customer Feedback Guidelines that recognise the importance of the customer, and the value their feedback brings to our ability to stage a great Games in a great city, leaving great memories and great benefits for all.

To deliver Customer Feedback Guidelines that reflects the ‘GREAT’ values of GOLDOC. To deliver best-practice Customer Feedback Guidelines that reflect the expectations of

all Commonwealth Games Partners through implementation of international standards outlined in ISO 10002:2014 (Guidelines for complaint management in organizations), the expectations of Queensland Ombudsman, and comply with the Public Sector Ethics Act 1994.

3. CUSTOMER FEEDBACK FRAMEWORKThis document is the ‘Guidelines’ section of the Customer Feedback Framework as highlighted below, which seeks to set the overarching principles and responsibilities upon which the successful delivery of the whole framework depends.Gold Coast 2018 Commonwealth Games Corporation Customer Feedback Guidelines

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The Customer Feedback Guidelines document should be read in conjunction with the Customer Feedback Policy, Customer Feedback Procedure, and Customer Feedback Templates.


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Customers and Suppliers of Influence

External Regulatory Scope of Influence

Internal Scope of influence

Existing systems

Sustainable Sourcing Code

Existing complaints procedures

Transfer of Knowledge

Public Sector Ethics Act 1994

International Standard ISO 1002:2014

Queensland Ombudsman

Commonwealth Ombudsman

SpectatorsSuppliers

Sponsors

Residents

Volunteers

Athletes

Local Businesses

Employees

Games Delivery Partners

Government (Local, State, Federal)

PolicyGuidelines

Procedure

Templates

Code of Conduct

4. MODELGOLDOC’s Customer Feedback Management model has three stages. Wherever possible, feedback will be addressed and closed out at the point of enquiry. Where feedback, or complaints specifically, require escalation or a more detailed investigation, further action will be taken through the process outlined in these guidelines, while upholding the principles described in the GOLDOC Customer Feedback Policy.Where feedback is not able to be resolved internally through GOLDOC, customers will be informed of other external actions they can take to seek further review of their concerns.


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Two – Internal Review

Case officer:- Undertakes an investigation of the feedback- Meets administrative reporting requirements- Finalises decisions and settles resolution with

customer- Explains the next steps if needed

Three – External Review

Conducted by:- Queensland Ombudsman- Public Service Commission- Other relevant authority

One – Initial resolution

Receiving customer feedback officer:- Resolves at first contact where possible- Meets administrative reporting requirements- Explains the next steps if needed

Inside GOLDOC

Outside GOLDOC

Key steps in the customer feedback process

Receive Acknowledge all feedback immediately upon receipt.Assess Assess the feedback and give it a priority rating.Record Record the feedback.Investigate Plan and investigate the complaints.Respond Respond to the feedback or complaint with a clear decision

when required.Review Follow up any customer service concerns.Monitor Consider if there are systemic issues by monitoring trends

for further review.

5. WHAT IS FEEDBACK?5.1 What is feedbackCustomer feedback relates to enquiries from a customer, detailing any opinions, comments and expressions of interest in the products and services we offer, or the customer feedback process itself, which may be positive, negative or neutral in nature.5.2 What is a complaintA complaint is an expression of dissatisfaction made to GOLDOC, related to products and services we offer, or the customer feedback process, where a response or resolution is expected.5.3 What is not a complaintCertain expressions of dissatisfaction are not considered our feedback and is not required to be managed under these guidelines. This includes enquiries that are: made about other organisations; out of our direct responsibility, or related to a third party service provider where the matter is referred to the third party for further investigation.5.4 Where to find the Customer Feedback FrameworkCustomers can find information on GOLDOC’s customer feedback policy, and all the channels for making a complaint on the GOLDOC website www.GC2018.com

6. RECEIVING FEEDBACK6.1 Who can provide feedbackGold Coast 2018 Commonwealth Games Corporation Customer Feedback Guidelines

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Receive Assess Record Investigate Respond Review Monitor

http://www.GC2018.com/

Anyone can provide feedback to GOLDOC about its products and services on offer, free of charge.6.2 Channels for receiving feedbackFeedback may be received through a variety of channels including:

In person – venues Online – website Through third parties: Minister’s office

In person – GOLDOC reception

Online – social media Games Delivery partners

Phone ContractorsEmail Queensland Audit

OfficePost Queensland

Ombudsman Media

6.3 PrivacyPrivacy of complainants and employees is a key consideration, and identities and complaints information should be disclosed only on a need-to-know basis. If you have to discuss a complaint with other employees or search relevant agency files, make sure discussions remain confidential.Personal information in complaints is managed according to the Information Privacy Act 2009. Customers should be able to provide feedback anonymously, however if a customer requires a response, contact details should be requested while advising the customer of the below privacy statement: “GOLDOC is collecting your personal details for the purpose of responding to your feedback. Your information will not be disclosed to a third party without your consent unless required or authorised to do so by law.” Request for Consent“If necessary, do you give consent for your personal details to be provided to a relevant third party external to GOLDOC for the purpose of finalising your feedback?” 6.4 Verbal feedbackWhen receiving verbal feedback over the phone or face-to-face, the receiving officer should:

Listen actively and respond positively and in an objective manner. Attempt to demonstrate understanding of the complaint, clarifying and confirming the

issues. Gather all relevant information about what’s involved and the requested outcome. Provide assurance that the feedback will be appropriately considered and addressed. Explain how the process will move forward and when an update or response will be

provided.6.5 Written feedbackCustomers can lodge written feedback through the website, via email, social media or via post. All written feedback provided through the website, email or post, should be recorded in Gold Coast 2018 Commonwealth Games Corporation Customer Feedback Guidelines

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the central register coordinated by the Community Engagement Officer, investigated further where necessary and responded to appropriately.All social media feedback will be managed through the authorised officers in the Social Media Team. Where feedback on social media progresses to a complaint that cannot be immediately addressed and requires further investigation, the Social Media Team will direct the complainant offline wherever possible, so that their complaint can be managed via email or phone through a one-on-one conversation, as opposed to a public conversation. These complaints will then be registered as a complaint through this process.6.6 Anonymous feedbackAll anonymous feedback will be received and treated like they any other feedback, however the quality of information provided may limit how they’re investigated. Receiving officers should try to obtain all reasonable details possible when speaking with a customer.

7. ASSESSING FEEDBACKComplaints should be assessed to determine if it will be managed under these guidelines, what priority it should receive and how and who should manage it.Some complaints may be transferred to another organisation, should it not directly relate to activities in GOLDOC’s areas of responsibility (eg. transport enquiries would be forwarded to Translink). Others may be declined or not warrant an investigation if resources required are disproportionate to its significance. It’s important to record these decisions and provide reasoning to the customer. Any action should be proportionate and appropriate to the enquiry.

7.1 Specific complaintsCertain complaints have particular legislative, contractual or directive requirements or are granted an exemption. They are not managed under these procedures as they have specific recordkeeping, investigation and reporting requirements. The categories of these particular complaints have been detailed below.

Competition and Consumer Act 2010 and

competitive neutrality General Manager Finance and Business ServicesInvolving the Act or competitive neutrality. Financial Management Practice Manual - Procedure

Consultation or negotiation^

Issue involving a matter under consultationThe area seeking feedback or managing the negotiation.or negotiation received in a formal process.

Employee related* Employee Complaints FrameworkPeople Performance Management Framework

Workplace harassment, bullying,Safety and Wellbeing FrameworkGrievance and Complaints Procedure (under development).

discrimination, sexual harassment ortreatment that’s unfair and/or unreasonable. Relevant Manager and General Manager

A disciplinary process. General Manager Finance and Business Services

A recruitment or selection process. Manager Human Resources Operations.


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Breach of the Code of Conduct. Grievance and Complaints Procedure (under development).

Performance management issue. Grievance and Complaints Procedure (under development).

Workplace safety and wellbeing issue.Relevant Manager and Health and Safety Manager.Work Health and Safety Policy.

Right to Information Act 2009Information Privacy Act 2009Right to Information and Information Privacy

Right to Information or Information Privacy Access Application or issue about access to information held by GOLDOC.Breach of information privacy.

Legal Counsel

Queensland Ombudsman Legal Counsel

Complaints made to the Ombudsman regarding process, service or behaviour of GOLDOC and its staff.

Whistleblower complaints Head of WorkforceWhistleblower Policy

Accessibility Complaints Australian Human Rights Commission Head of SustainabilityDisability Discrimination Act 1992


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7.2 Unreasonable customer conduct

GOLDOC aims to treat everyone fairly and equally, however our first priority is to staff safety and wellbeing. While most customers act reasonably, sometimes the nature or frequency of certain behaviour can raise substantial health, safety or resource issues.

Types of conduct Guidelines for what the conduct may involve

Unreasonable persistence

Refusing to accept a final decision even though the complaint has been dealt with to finality or inflexibly persevering with an issue by continuing to contact us or re-framing an old complaint without providing reasonable grounds or new information.

Unreasonable demands

Raising issues outside our responsibility, asking for outcomes that are unattainable or disproportionate to the issue, requesting actions that are inappropriate or demanding for the complaint to be dealt with in a particular way.

Unreasonable lack of cooperation

Providing disorganised, excessive or irrelevant information, refusing to provide key documents or to define the issues of the complaint, dishonestly presenting the facts or being unwilling to consider other valid viewpoints.

Unreasonable arguments

Exaggerating issues, seeing cause and effect arguments where there are clearly none, holding conspiracy theories or irrational beliefs, raising issues which lack merit and are unsupported by evidence or irrationally interpreting facts or laws and refusing to accept other more reasonable interpretations.

Unreasonable behaviours

Abusive, offensive, harassing, violent, manipulative or threatening behaviour towards staff, property, the department, other members of the public or self-harm.

Manage unreasonable conduct by taking action that’s appropriate for the specific circumstances. Try to focus on the specific observable conduct, not the customer as the problem. Remember the complaint itself may still involve valid issues.Consider the nature of the conduct, the level of risk and any other relevant factors to assess what action to take, such as:• providing a warning then terminating a conversation. • declining a complaint and/or requesting it be re-submitted.• setting limits, conditions and/or changing how a customer can complain or access

services. Develop a plan for any proposal to change, restrict or withdraw access for more than an isolated incident. Clearly outline the scope, timeframe and review process for the action and obtain approval from the Community Engagement Officer. Advise the customer of their rights and responsibilities under this plan.


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8. RECORDING FEEDBACKInclude all relevant details wherever possible from when a complaint is received until it’s finalised, such as:

Facts and figures

The customer’s contact details and preferred contact method.

How the complaint was received.Timeline of events including relevant dates, times or locations.Details about the incoming issues and any requested outcome or actionsDetails about any relevant history, context or significant issues.The unique reference or number to monitor or retrieve the complaint.

Who was involved

Details of any staff members who received and/or managed the complaint.Details of any staff members that provided advice, input or approval.Details about other interested or involved parties/witnesses.The customer’s personal details.

Communications

Discussions with the customer and any agreement reached.Any additional information or clarification provided.The acknowledgement, progress updates and/or the response.

Actions Taken

Details about any unreasonable conduct.The assessed classification and any changes.Any planning, research or investigation undertaken.Any evidence gathered and evaluated.The outcome or decision reached and reasons.

9. INVESTIGATING FEEDBACK9.1 Identify key issuesOn some occasions feedback may require a more detailed investigation in order to respond to the customer. In these circumstances the feedback will be allocated to a Case Owner in the relevant Functional Area to manage the investigation. At this point the case owner should examine feedback to understand the issues and what’s involved. This can assist with planning how to move forwards and can prevent important issues from being


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overlooked or the wrong issues being investigated. Revisit a complaint if any new issues come up to check this hasn’t changed the scope or perspective of the original issues. The investigation process and escalation requirements are detailed in the Customer Feedback Procedure.9.2 Check for conflict of interestDeclare any potential conflict of interest to the relevant General Manager, in line with processes designated by the relevant Functional Area within GOLDOC. Even if there is not a direct conflict, a customer may perceive one exists and challenge the investigation as biased or unfair. A General Manager can assess if another staff member should manage the complaint.A conflict of interest may exist when an employee could be influenced, or seen to be influenced, by a personal or private interest, or if an employee as a professional involvement with the key issues of the complaint.9.3 Plan the investigationThe level of detail and scope of the plan will depend on the complaint. The community engagement officer should consider:• What is needed to respond to each issue.• Any relevant legislation, policies, standards or directives.• If any input is needed from other areas, such as technical, legal or policy advice.• If any input is needed from external sources, such as a local council or delivery

partner.• The logical sequence of any interviews and the possible questions.• Any documentary evidence, such as security footage, recordings, photos, maps or

diagrams.• Any visual evidence, such as on site assessments, inspections or field research.• The time needed to gather the evidence.9.4 Gather and evaluate evidenceGather all necessary evidence from witnesses, relevant GOLDOC policies and procedures, documented accounts or records of the event including CCTV footage, and relevant regulatory and legislative documentation.It is important to not come to a decision regarding the outcome of the complaint or feedback until all necessary information is gathered.9.5 Make a decision and record reasons Make a decision once there’s sufficient, relevant and reliable evidence. Record the decision, reasons and any proposed remedy or actions. Be consistent with other similar complaints, but only if there aren’t any subtle differences which would result in a different outcome.9.6 Remedy optionsWhere possible, try to put the customer in the position they would have been in if the problem had not occurred or take action to address any disadvantage suffered.Not all cases warrant a remedy. While in other cases, basic fairness results in a remedy being offered to other customers affected by the same problem even if they haven’t made a complaint.


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Possible remedies may include:• Providing an apology.• Providing a refund.• Changing a decision or service.• Amending a policy or procedure.• Correcting misleading or inaccurate records.• Replacing a product.• Providing assistance, information or clarification.

9.7 Improvements and corrective actionAn investigation can highlight problems with our policy, systems or processes. These may be one off issues, caused by underlying issues or involve repeat problems. Any identified systemic issues, improvements or corrective actions are managed, monitored and reported to the relevant Manager and Branch Complaints Coordinator.A complaint is considered substantiated if it’s upheld and/or GOLDOC has taken or will take some corrective action, such as training or changing a decision. Even when a complaint is unsubstantiated, it can still highlight process improvements that could enhance the way GOLDOC operates.

10. RESPONDING TO FEEDBACK10.1 TimeframesGOLDOC timeframes align with wider customer service standards. Try to address a complaint as quickly as reasonably possible. If a response can be provided within five working days, a separate acknowledgement is not necessary.

Acknowledgement ImmediateDetailed Contact for Complaints requiring investigation Within 1 working dayResponse Within 10 working days.

Progress updatesAs needed or as agreed with the customer.

10.2 AcknowledgementProvide an acknowledgement verbally or in writing, using the method the customer nominates or what is appropriate for the situation.Verbal complaints are acknowledged at the time the complaint is made. Complaints made via the online form on our website receive an automated on screen acknowledgement and contact confirmation reference number when they submit the form.10.3 ResponseProvide a response using the method the customer nominates or what is appropriate for the situation. Ensure it is appropriately approved by the relevant Function Area Lead, and if escalation has been required, the relevant General Manager. In some cases, staff are authorised in their role to respond directly about certain issues or can use pre-approved


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response templates or scripts.Be sure to provide the customer with:

A summary of the complaint and issues The process taken, including actions undertaken The decision and reasons, including the remedy How and who to contact for future enquiries Review options if the customer is dissatisfied.

For a verbal response, plan the conversation and record full details of what was said. For a written response, be consistent with any communication protocols.If a response can’t be provided within 10 working days, provide the customer with an anticipated timeframe. Monitor the complaint and if possible, keep them informed.10.4 ReportingAll feedback and complaints that have been formally reported through designated feedback channels should be forwarded to the relevant Function Area Manager at the time of enquiry and closure of the complaint with the relevant outcomes included. If a complaint needs to be escalated during an investigation in order to reach a resolution, the General Manager of the relevant area should be notified. A General Manager should be immediately notified of a complaint if it involves: GOLDOC breaching legislation or regulations. GOLDOC in misconduct or illegal activity. GOLDOC employee breaching the Code of Conduct. A serious health and safety risk. A serious reputational risk to GOLDOC.General Manager’s should be made aware of complaints relevant to their area through the quarterly report presented at Executive Management Team meetings.

11. REVIEW PROCESS11.1 Internal ReviewCustomers can request an internal review if they’re dissatisfied with a decision. Sometimes this step is triggered if it’s not suitable to handle a complaint at the initial stage of resolution. These requests need to be made in writing to GOLDOC for the relevant General Manager to determine if an internal review is required.Apply all regular provisions of these procedures and conduct a merits review. If the grounds for the review are unclear, ask the customer for more details. The investigation will examine these grounds. It may not be necessary to undertake a full re-investigation of the complaint or every issue initially raised.As an internal review brings finality to our complaints process, try to provide a written response. It will likely need to be more comprehensive than a regular response.11.2 External Review


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Customers who are dissatisfied with an internal review decision, can request an external review. Provide contact details to enable the customer to lodge their request directly with the Queensland Ombudsman or other relevant authority.Queensland OmbudsmanLevel 25, 288 Edward Street, Brisbane, QLD, 4000GPO Box 3314 Brisbane, QLD, 4001Tel: 07 3005 7000Email: [email protected] Web: www.ombudsman.qld.gov.au

12. MONITOR EFFECTIVENESSExternal complaints are monitored and analysed to identify trends, risks, significant issues, systemic issues that require formal auditing or improvements.Complaints are consistently and systematically categorised and reported quarterly to the Executive Management Team. General Managers receive a report that reviews complaints across the period, examines Functional Areas’ performance and highlights any trends or significant issues. General Managers take any necessary action and if needed, raise any issues with the CEO, relevant Sub Committees and if needed, the Board.All complaints covered by these procedures are included in these reports, apart from any standard classification complaint that is resolved immediately during a phone or face to face conversation, where the customer is satisfied and no longer wishes to lodge a complaint.

13. RELATED DOCUMENTS Commonwealth Ombudsman

Better Practice Guide to Complaint Handling (2009)

Fact sheet series (2008 to 2010)

GOLDOC Customer Feedback PolicyGOLDOC Whistleblower PolicyGOLDOC Communications and Stakeholder PolicyGOLDOC Social Media GuidelineGOLDOC Social Media PlaybookInformation and Privacy Act 2009Queensland OmbudsmanComplaints management fact sheet series (2006)Complaints management self audit (2008)Complaints Management Training - Internal Review Officers Workbook (2008) Complaints management workshop material (2008)


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http://www.ombudsman.qld.gov.au/

mailto:[email protected]

Developing effective complaints management policy and procedures (2004) Good Decisions Training Workbook (2011)Managing unreasonable complainant conduct practice manual, 2nd edition (2012) Practical Administrative Investigation Training Workbook (2005)Right to Information Act 2009Standards AustraliaCustomer Satisfaction – Guidelines for complaint handling in organizations (ISO 10002:2014, MOD)Transport and Main Roads Complaints Management and Procedures

14. DEFINITIONSTerm Meaning

FeedbackEnquiries from a customer detailing their opinions, comments and expressions of interest in our products and services, which may be positive, negative or neutral in nature, including formalised complaints.

ComplaintExpression of dissatisfaction made to an organisation, related to its products or services, or the complaints-handling process itself, where a response or resolution is explicitly or implicitly expected

Compliment Praise or admiration for an organisation, its employees, products or services.

Complainant Person, organisation or its representative, making a complaint.

Customer

GOLDOC customers include anyone that interacts with the Gold Coast 2018 Commonwealth Games (GC2018). This may be to formally receive a product or service, or simply to enquire for information about the Games. While GOLDOC is not directly responsible for all Games related activity, it will act as the central point of receipt for all customer enquiries on GC2018, working to capture and channel their feedback into the relevant supporting agencies.

Customer Satisfaction

Customer’s perception of the degree to which the customer’srequirements have been fulfilled.

Customer Service

Interaction of the organisation with the customer throughout the lifecycle of a product.

Objective Something sought or aimed for relating to the management of customer feedback.

PolicyOverall intentions and direction of the organisation related to complaints handling as formally expressed by senior management.


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15. RESPONSIBILITIESRole Responsibility

Chief Executive Officer

Ultimate responsibility for ensuring standards and policies are complied with through the management of customer feedback.Ensure that General Managers are held to account for the management of feedback (response and actioning) in accordance with this policy.

Executive Management Team

Ensure the management of feedback, both positive and negative is made a priority for the organisation, by allocating the management of appropriate resources.Ensure that all employees are aware of the customer feedback policy and process for providing feedback.

General Manager Strategic Engagement

Responsible for implementing, maintaining and reviewing the customer feedback policy, guidelines, and process.Ensure the customer feedback policy is clearly understood and highly visible for all customers, GOLDOC Partners, sponsors and other stakeholders to access.Ensure all employees involved in the day-to-day management of customer feedback are trained in the GOLDOC customer feedback policy, guidelines and procedures.Oversee the management of escalated complaints.

Manager, Communications and Media

Responsible for the day-to-day management of the Customer Feedback Framework, in line with prescribed response timeframes.Escalate complaints where necessary to the General Manager Stakeholder Engagement for oversight or involvement.

Community Engagement Officer

Implement the customer feedback policy in accordance with the guidelines and procedures provided.

Case Owner Designated as the person responsible for investigating a piece of feedback through to the resolution of the customer’s enquiry.

GOLDOC employees, volunteers, sponsors and Games delivery partners

Responsible for knowing about the customer feedback process and how to direct customers to provide feedback.Comply with the customer feedback policy, guidelines and procedures, when interacting with customers.


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