Contribute to service improvement

Many people tell us that the main reason they make a complaint is so that what happened to them doesn’t happen to anyone else. Resolving a complaint often involves a service provider agreeing to make changes to improve their services. This is an important part of our complaint process and occurs when we:

• Resolve complaints either informally or more formally during assessment. Often complaint resolution involves changes being made to a service provider’s practices and/or policy.
• Conciliate complaints.  Outcomes from conciliations which result in resolution nearly always involve improvements to the service provider’s policies and practices.
• Investigate complaints. Investigations involve making findings of fact about the incident or incidents which led to the complaint. Following an investigation, the Commissioner will often make recommendations about how to improve services and will monitor responses from the service provider over time to ensure those recommendations are implemented.