A clear process for handling business complaints
What should a business complaint record contain?
Record what happened and when, the outcome sought, relevant references and the internal review owner. Set the next update and record any agreed action so the complaint can progress.
A person raising a complaint should not have to guess where it belongs. A clear route helps the business understand the issue and gives the person a way to receive an appropriate response.
Explain the route in plain language
State how to raise a concern, what information is useful and who will review it. Avoid promising a resolution time that the business cannot support. Acknowledgement and resolution are different stages and may need different expectations.
Business.gov.au recommends documenting a complaint procedure and making it accessible. The practical question is whether a person outside the business can find and use it.
Keep the record focused
What happened and when.
The outcome the person is seeking.
Relevant reference or transaction details.
The internal review owner.
The next update and any agreed action.
Look for patterns without exposing people
A complaint record may contain personal or sensitive information. Limit access appropriately. A general improvement log can describe the process issue without copying the person's private details.
For example, repeated confusion about a handover document may suggest the instructions need revision. That learning can be recorded separately from the individual complaint.
If a concern relates to a legal, safety or regulatory matter, use the appropriate escalation and reporting process. An internal complaint procedure should not block external rights or required reporting.
Review whether the agreed action happened and tell the person what can appropriately be shared. Closing a record because someone replied is different from resolving the issue they raised.
General business-process information. Check the circumstances and seek appropriate professional advice for contractual, legal or specialist decisions.
Further reading
For a corporate enquiry, contact EJN Services.
