Guide to Complaints Handling
EFFICIENCY UNIT VISION & MISSION
Vision Statement
To be the preferred consulting partner for all government bureaux and departments and to advance the delivery of world-class public services to the people of Hong Kong.
Mission Statement
To provide strategic and implementable solutions to all our clients as they seek to deliver people-based government services. We do this by combining our extensive understanding of policies, our specialised knowledge and our broad contacts and linkages throughout the Government and the private sector. In doing this, we join our clients in contributing to the advancement of the community while also providing a fulfilling career for all members of our team.
A Guide to Complaints Handling and Public Enquiries
1
FOREWORD
Handling complaints well is a mark of good government. Doing so depends not just on well trained frontline staff but on the commitment, understanding and attention of the heads of bureaux and departments and all levels in between. Good complaints handling does not mean acceding to every request, but it does demand listening, understanding, explaining and helping wherever possible. We must address all complaints in a fair and professional manner, and communicate the outcomes honestly and expeditiously. This guide is a first attempt to provide comprehensive advice to all departments about complaints and public enquiries handling. I trust that it will evolve as experience is shared between staff and as we learn from the public that we serve. It is unrealistic to think we can avoid complaints. Rather, we should welcome complaints, rectify what can be rectified, and learn how to explain our policies, objectives and services better.
Henry Tang Chief Secretary for Administration
2
A Guide to Complaints Handling and Public Enquiries
CONTENTS
4 KEY POINTS 5 INTRODUCTION 8 CHAPTER 1: AN EFFECTIVE COMPLAINTS HANDLING SYSTEM
1a) Guiding principles 1b) Essential features of a good complaints handling system 1c) Building
Vision Statement
To be the preferred consulting partner for all government bureaux and departments and to advance the delivery of world-class public services to the people of Hong Kong.
Mission Statement
To provide strategic and implementable solutions to all our clients as they seek to deliver people-based government services. We do this by combining our extensive understanding of policies, our specialised knowledge and our broad contacts and linkages throughout the Government and the private sector. In doing this, we join our clients in contributing to the advancement of the community while also providing a fulfilling career for all members of our team.
A Guide to Complaints Handling and Public Enquiries
1
FOREWORD
Handling complaints well is a mark of good government. Doing so depends not just on well trained frontline staff but on the commitment, understanding and attention of the heads of bureaux and departments and all levels in between. Good complaints handling does not mean acceding to every request, but it does demand listening, understanding, explaining and helping wherever possible. We must address all complaints in a fair and professional manner, and communicate the outcomes honestly and expeditiously. This guide is a first attempt to provide comprehensive advice to all departments about complaints and public enquiries handling. I trust that it will evolve as experience is shared between staff and as we learn from the public that we serve. It is unrealistic to think we can avoid complaints. Rather, we should welcome complaints, rectify what can be rectified, and learn how to explain our policies, objectives and services better.
Henry Tang Chief Secretary for Administration
2
A Guide to Complaints Handling and Public Enquiries
CONTENTS
4 KEY POINTS 5 INTRODUCTION 8 CHAPTER 1: AN EFFECTIVE COMPLAINTS HANDLING SYSTEM
1a) Guiding principles 1b) Essential features of a good complaints handling system 1c) Building