Re: Challenges in a Photography Business
Complaints are an important way for the management of an organisation to be accountable to the public, as well as providing valuable prompts to review organisational performance and the conduct of people that work within and for it. A complaint is an “expression of dissatisfaction made to or about an organisation, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required”. As a matter of guidance, complaints can be made directly to an organisation by members of the public and/or customers, or through alternative pathways such as to Members of Parliament or statutory officers but otherwise about the organisation.
An effective complaint handling system provides three key benefits to an organisation:
• It resolves issues raised by a person who is dissatisfied in a timely and cost-effective way;
• It provides information that can lead to improvements in service delivery; and
• Where complaints are handled properly, a good system can improve the reputation of an organisation and strengthen public confidence in an organisation’s administrative processes.