Compliments & Complaints Annual Report 2023 to 2024
10. Learnings and actions we have taken to resolve complaints
10.1.
The reasons for complaints and the corrective measures undertaken to address them are documented. During stage 1 of the complaint process, staff training is the primary action implemented to enhance service delivery. At stage 2, training continues to be essential for resolution, but adjustments to policies and procedures also frequently result from the process.
10.2.
We are collaborating with Civica, our system provider, along with services to enhance our reporting. This will clearly illustrate the steps taken to address issues at each stage of the complaints process and demonstrate when these actions have successfully reduced future complaints.