Customer Complaints Management Policy
State Librarian and CEO.
State Library of Queensland welcomes feedback and complaints to assist with continual improvement of processes and service delivery. State Library is committed to responding to customer feedback and complaints. This policy and associated procedures outline the principles and processes that will be used by the Library in managing customer complaints in line with section 219A of the Public Service Act 2008 and AS/NZS 10002-2014 Guidelines for complaints management in organisations
Application / Scope of policy
The policy and associated procedures apply to customer complaints received in relation to Library services and staff.
State Library’s Customer Complaints Management Policy does not replace or interfere with legislation or policy dealing with complaints about privacy, right to information, official misconduct or maladministration, criminal conduct or illegality, or matters specifically dealt with through other legislative and/or appeal processes.
An expression of dissatisfaction made, by a person who is apparently directly affected, to or about the Library relating to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.
The person, organisation or its representative making a complaint.
The organisation or person that receives a product or service.
An opinion, comment, suggestion, compliment or expression of interest or concern about the Library related to its products, services or the actions of the Library’s staff.
How to make a complaint
If required, State Library will offer practical assistance and support to people who may experience difficulty and who wish to make a complaint. Complaints may be made verbally, in writing and online. Complainants are encouraged to submit their complaint online. Complaints may also be made as follows:
- online via the Tell-Us web form found at: http://www.slq.qld.gov.au/about-us/contact-us
- in person via staff members at service points
- by phone by calling 3840 7666 (Mon to Thurs, 10am-8pm, Fri to Sun 10-5) and advising that you wish to make a complaint
- in writing to: State Library of Queensland Complaints, PO BOX 3488, South Brisbane, 4101
- via State Library social media channels
Customers wishing to make a complaint in person are advised that due to the nature or complexity of the complaint, a resolution may not be immediately available and may require follow up by the appropriate staff member/supervisor. Customers may also be directed to submit their complaint in writing, or via the Library’s feedback forms.
Feedback to complainant
Feedback related to a complaint may be requested via any of the methods listed above. The Library will endeavour to respond to any complaint within 7 working days, but the Library will acknowledge all complaints within two business days of their receipt.
With reference to the joint Australian/New Zealand Standard 10002:2014, possible remedies for the resolution of complaints may include:
- Communication with the complainant
- Rectification for detriment to the complainant
- Mitigation to reduce the adverse consequences for the complainant
- Satisfaction of reasonable concerns raised by the complainant
- Compensation for detriment sustained
State Library may receive complaints that fall outside its jurisdiction. In that case, the complainant should be made aware of the fact that the complaint is not within our jurisdiction and should be assisted to identify the relevant agency or body. The complainant may also receive reasonable assisted to identify the procedure for making a complaint to the agency or body.
The Library will endeavour to:
- acknowledge (not necessarily resolve) complaints within two business days of their receipt
- respond to all complaints within 7 working days of their receipt.
Guiding principles for managing complaints
Responsiveness and accountability
- Public Service Act 2008
- Information Privacy Act 2009
- The State Library’s Responsible Conduct Policy
- AS/NZS 10002-2014 Guidelines for complaints management in organisations
Download the Customer Complaints Management Policy (PDF 339.3 KB)
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