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The Survey
Objective
To understand the current situation
To identify good practices To pinpoint potential improvement areas

Scope
All bureaux and departments All types of public complaints (Oct 2007 to Sep 2008)

Exclude statutory appeals, objections or petitions to the CE, staff complaints, complaints referred from selected statutory public bodies, and complaints about crime and corruption

Complaint Channels
but a website search revealed that
Some departments published the channels inconspicuously, e.g.
Click Service guide > XXX Complaints System (p.5) Click About us > Enquiries and Contacts

Some avoid using the word complaint, e.g.

There will be occasions when, despite our best efforts, we are unable to provide the services within the specified standards. In such cases, if you want an explanation or if you feel that your case has not been dealt with adequately, you should ..., Comments and Suggestions page The telephone number given is the complaint hotline, but this is only stated explicitly on a departmental press release

Complaints Received
Different mix of complaints observed
Considerable number of referrals received from external sources (excluding 1823)
Are the existing complaint channels effective? Any issue on publicity of complaint channels?

Considerable number of complaints related to regulatory/oversight responsibilities

Have different procedures been established to deal with such complaints?

Considerable number of complaints on policy issues

6% departments say policy prevents customer satisfaction 38% departments say complainants disagree with policy 47% departments receive complaints involving multiple departments Have the bureaux been informed about the publics concerns?

Complaints Handling System

Complaints Handling System

Good practices
Clear roles and responsibilities of staff at different levels
Emphasise the importance of provision of customer-oriented service Developed complaint record forms

Developed sample letters for communication with complainants

Case studies on complaint handling

Improvement opportunities
Recognise the importance of complaints
Multiple channels Facilitation of making complaints

Dealing with Complaints

The problem is mainly with the complainants?

Dealing with Complaints

Target response time
Interim reply
Departments: 94% Target: normally 7 10 days

Keeping complainants informed of case progress

Substantive reply
Departments: 72% Target: normally 10 30 days

Engagement of Service Providers

Dealing with Complaints

Good practices
Maintaining close communication with complainants
Control mechanism on complaint processing time Mechanism to handle repeated, groundless or malicious complaints

Limiting the number of internal referrals

Dedicated committees to monitor and review complaints Job attachment programme for Customer Services Officers Alert to potential complaint cases Quality assurance Explaining your decisions

Dealing with Complaints

Improvement opportunities
Develop a mechanism to handle cross-departmental complaints
47% of departments have received such complaints but over 40% dont have a mechanism in place

Publicise complaint statistics

Increase transparency Increase alertness Help make the system more robust

Ensure consistency of complaint handling practice by external service providers

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Analysis and Reporting

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Analysis and Reporting

Not many departments produce reports that are seen by senior directorate officers

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Analysis and Reporting

Improvement opportunities
Compile report and analyse
Ensure that reports are seen regularly by directorate officers To regularly review the complaint handling system and/or conduct customer satisfaction survey Analyse the causes of complaints Identify systemic weaknesses and improvement areas

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Assistance Required