AS 4269-1995 pdf free.Complaints Handling.Here are the part of the introduction.
AS 4269 sets out the essential elements for the management of complaints from inception to satisfaction or final determination, as the case may be. irrespective of the nature of the complaint or the size of the organization recei’ing the complaint. It further provides guidelines for the implementation of a complaints handling process.
Section 2 contains the essential elements while Section 3 contains implementation guidelines, and it is recognized that smaller organizations may need to use this Section selectively. Section 4 details complaint handling guidelines and Section 5 deals with disputes.
AS 4269 is for all large or small organizations. However, application of the elements in some cases will be different for small organizations and the Standard needs to be applied with the requisite degree of discretion to ensure that it is appropriate in the circumstances.
For example, the collection of data on complaints need only be rudimentary for small businesses, involving for instance, some form of manual collection and classification. Such a process, despite its simplicity can still highlight systemic problem areas which require remedial action.
However, some issues covered in this Standard such as commitment, fairness, responsiveness, charges and remedies apply, regardless of the size of the enterprise.
Thc importance of this Standard as it relates to small business is that it providcs a yardstick which can be used to design a complaints handling process for their particular circumstances.
1.2 PURPOSE The purpose of this Standard is to provide a complaints handling framework for the complainants as well as complaint recipients. It will serve as a reference document on issues where a common interpretation is desirable.
A comprehensive complaints system should:
(a) Increase the level of consumer satisfaction with the delivery of products and services and enhance the consumer/provider relationship.
(b) Recognize, promote and protect consumers’ rights, including the right to comment and complain.
(c) Provide an efficient, fair and accessible mechanism for resolving consumer complaints.
(d) Provide information to consumers on the complaints handling process for the services and products of the organization.
(e) Monitor complaints in an endeavour to improve the quality of products and services.
1.3 GENERAL Any complaints handling policy should include a positive attitude towards consumers and commitment to resolving complaints. This should be based on the premise that—
(a) a consumer has a right to complain and to have the complaint handled:
(b) complaints provide feedback about a product or service experience; and