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The Complaints Management Policy is a crucial governance document required for organizations operating in Australia to effectively handle and resolve customer complaints. This policy document is designed to ensure compliance with Australian regulatory requirements, including the Australian Standard AS/NZS 10002:2014, Privacy Act 1988, and Australian Consumer Law. Organizations implement this policy to establish consistent complaint handling procedures, protect customer rights, maintain service quality, and demonstrate commitment to continuous improvement. The policy is particularly important in regulated industries where specific complaint handling requirements exist and helps organizations manage reputational risk while building customer trust. It provides a structured approach to complaint resolution, ensuring fair treatment of customers and efficient handling of grievances.

1. Purpose and Scope: Outlines the objectives of the policy and its application scope within the organization

2. Definitions: Key terms used throughout the policy including 'complaint', 'complainant', 'resolution', etc.

3. Policy Statement: Organization's commitment to effective complaint handling and continuous improvement

4. Principles: Core principles of complaint handling (accessibility, fairness, responsiveness, efficiency, etc.)

5. Roles and Responsibilities: Defines responsibilities of staff members at different levels in complaint handling

6. Complaint Management Process: Step-by-step process for receiving, recording, and resolving complaints

7. Response Timeframes: Specified timeframes for acknowledging and responding to complaints

8. Recording and Reporting: Requirements for documenting complaints and generating reports

9. Privacy and Confidentiality: Guidelines for handling personal information in the complaint process

10. Review and Improvement: Process for reviewing and updating the policy and complaint handling system