CERTIFIED COMPLAINT MANAGEMENT SYSTEM AUDIT AND CERTIFICATION
The International Standard for Complaints Handling Processes: AS ISO 10002—2006 – Certified Complaint Management System Audit and Certification Trustmark Program. To formalise the way complaints are managed all types of organisations can have their complaint handling procedures and operations accredited as a CSIA ‘Certified Complaint Management System’ and participate in the exclusive CSIA complaint management benchmarking program. By achieving this certification your organisation will be assured it has been independently assessed as complying with the highest international standards for complaint management. Successful organisations will also be able to proudly display a recognised Trustmark proclaiming its CSIA ‘Certified Complaint Management System’.
Without reducing the thoroughness of the audit, the process has been designed to provide high quality assurance with a minimal investment of time and effort on the part of your organisation. Given the importance of properly managing complaints and the cost of not complying, the small internal investment of time and effort made by accessing this service is not only justified but many say it’s essential to good corporate governance and risk management.
The assurance and confidence gained by having your documents, processes, procedures, intranet/internet systems reviewed as well as customer advocates and other staff interviewed on your key sites via a thorough onsite audit by a qualified Licensed Assessor cannot be overstated. Whilst onsite and in the final report, CSIA customer service experts (Licensed Assessors) will offer insight and practical implementation suggestions on how your complaint management system can be improved.
Such a careful approach to independent onsite scrutiny by Australia’s peak customer service assessment and certification body is sure to impress senior management, customers, stakeholders and relevant Industry Ombudsman.