Title of the project
Complaints Monitoring System
Abstract of the project
A complaints management system is a staged way of receiving, recording, processing, responding to and reporting on complaints and using them to improve services and decision-making. It specifies the stages and areas of responsibility for managing complaints.
A good system provides a simple process that is clear to the public and staff. It is a methodical approach to resolving problems and avoiding delays that may otherwise arise when matters pass through various levels within an agency, possibly in a haphazard or unstructured way.
The process must be transparent (i.e. open to scrutiny by the complainant), timely and user friendly. Information on how to make a complaint should be widely available.