Customer complaints handling

Find out if a customer complaint raises legal obligations that require different or extra actions. Learn the meanings of terms used when you handle a customer complaint. These resources will help you and your public sector entity meet your obligations under s264 of the Public Sector Act 2022.

Under s264, public sector entities must:

• implement a system for dealing with customer complaints
• take responsibility for managing the receipt, processing and outcome of customer complaints
• comply with any Australian standard about how customer complaints are handled
• provide outcome advice to the person making a customer complaint
• report on how many:
• customer complaints they received
• times they took further action in relation to customer complaints
• times they took no further action in relation to customer complaints.

The relevant Australian standard is the Australian Standard 100002:2022 Guidelines for complaint management in organizations.