The Government is committed to improving the quality of services it provides to customers and clients. Our customers and clients expect courtesy, promptness, an understanding of the level and types of service available and how they can make complaints or suggestions to improve service quality. As far as possible decisions on customer service should be devolved to employees in contact with the customer and they should have the training and support they need to provide efficient and effective services.

The Financial Statement presented by the Treasurer in June sets out the Government's objective to create a world class public sector characterised by better quality, more responsive and effective service delivery. Each agency will need to improve the quality of service delivery to achieve this objective.

Complaint handling systems are an important element of quality customer service. Effective complaint handling systems identify areas that need improvement; give agencies a second chance to provide service and satisfaction to dissatisfied customers and provide an opportunity to strengthen customer support for agencies. To improve complaint handling for the customer, all frontline offices of government agencies are required to be equipped to handle complaints.

Agencies will need to review their complaint handling systems to ensure that complaint handling and resolution is given a frontline emphasis. Delegations and training of frontline staff will also need to be reviewed to support the new emphasis in complaint handling. A publication Guidelines for Effective Complaint Management will be issued in September by the Office of the Council on the Cost of Government, in association with the Office of the Ombudsman. These guidelines will be a useful resource for agencies in their review of their complaint handling systems.

So that customers are aware of complaint handling procedures, all agencies are required to publish a revised Guarantee of Service which incorporates frontline complaint handling procedures. It must also specify maximum response times for granting licences and approvals as per Premier's Memorandum No. 94-44 Guarantee of Prompt Service.

Revised Guarantees of Service should be dated and submitted to the Office of the Council on the Cost of Government by 30 November 1995.

I would ask you to draw to the attention of your Chief Executive Officer/s the importance of each agency implementing a frontline complaint handling system as part of ensuring improved service quality to their customers and clients.

Bob Carr
Premier