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Customer complaints management policy451798/04/2022 5:27:49 AM8/04/2022 5:27:49 AMCustomer complaints can be made anonymously processing and outcome of a customer complaint comply with the Australian Standard for customer complaints management notify STS_ListItem_850https://ppr.qed.qld.gov.auhtmlFalseaspxhttps://ppr.qed.qld.gov.au/policiesandprocedures{CE424AA2-DF3A-4782-939C-4CAD60741003}~sitecollection/_catalogs/masterpage/Z1/Skins/CUESearch/DisplayTemplates/Item_Default.js604;16604
Customer complaints management policy124103/12/2021 3:52:09 AM3/12/2021 3:52:09 AM’s customer complaints management principles are aligned to the guiding principles as set out in the Australian/New Zealand Standard on complaints management STS_ListItem_DocumentLibraryhttps://ppr.qed.qld.gov.au/attachment/Forms/AllItems.aspxhttps://ppr.qed.qld.gov.aupdfFalsepdfhttps://ppr.qed.qld.gov.au{32E2DDE6-D987-49D7-85FC-2AEE4BED9A83}~sitecollection/_catalogs/masterpage/Z1/Skins/CUESearch/DisplayTemplates/Item_PDF.js606;15606
Customer complaints management procedure451808/01/2023 11:17:16 PM8/01/2023 11:17:16 PMbe overturned or changed using the Customer complaints management framework inform the department of changes affecting the customer complaint, including if help is no longer STS_ListItem_850https://ppr.qed.qld.gov.auhtmlFalseaspxhttps://ppr.qed.qld.gov.au/policiesandprocedures{7A466734-2C94-4609-A5AE-3CA8DE9A2571}~sitecollection/_catalogs/masterpage/Z1/Skins/CUESearch/DisplayTemplates/Item_Default.js604;16604
Customer complaints management procedure124115/01/2023 5:42:14 AM5/01/2023 5:42:14 AMconsider customer complaints management as part of planning and risk management activities provide advice and guidance to staff involved in customer complaints management STS_ListItem_DocumentLibraryhttps://ppr.qed.qld.gov.au/attachment/Forms/AllItems.aspxhttps://ppr.qed.qld.gov.aupdfFalsepdfhttps://ppr.qed.qld.gov.au{CE8E3EB4-5FC0-45C9-BEE4-7C11856F668C}~sitecollection/_catalogs/masterpage/Z1/Skins/CUESearch/DisplayTemplates/Item_PDF.js606;15606
Customer complaints management framework125128/12/2020 5:29:18 AM8/12/2020 5:29:18 AMM o n i t o r the department of changes affecting the complaint including if help is no longer required. • Customer complaints management policy and procedure • Internal review STS_ListItem_DocumentLibraryhttps://ppr.qed.qld.gov.au/attachment/Forms/AllItems.aspxhttps://ppr.qed.qld.gov.aupdfFalsepdfhttps://ppr.qed.qld.gov.au{C7F0749F-3E5E-474D-A926-8157895731C6}~sitecollection/_catalogs/masterpage/Z1/Skins/CUESearch/DisplayTemplates/Item_PDF.js606;15606
Customer complaints management - Internal review procedure124085/01/2023 5:32:12 AM5/01/2023 5:32:12 AMinternal review establishes if the customer complaint management process for the original complaint was appropriate and/or whether the Customer complaints management framework STS_ListItem_DocumentLibraryhttps://ppr.qed.qld.gov.au/attachment/Forms/AllItems.aspxhttps://ppr.qed.qld.gov.aupdfFalsepdfhttps://ppr.qed.qld.gov.au{F71C9EC8-1ED2-4263-BC84-62F7F1E259F9}~sitecollection/_catalogs/masterpage/Z1/Skins/CUESearch/DisplayTemplates/Item_PDF.js606;15606
Customer complaints management – Internal review procedure452538/01/2023 11:17:15 PM8/01/2023 11:17:15 PMor Queensland Human Rights Commission) to complaints that are not customer complaints, as defined under the Customer complaints management framework If the request is taken over STS_ListItem_850https://ppr.qed.qld.gov.auhtmlFalseaspxhttps://ppr.qed.qld.gov.au/policiesandprocedures{6E05E67C-3B05-4401-AA3D-D31ED61645BA}~sitecollection/_catalogs/masterpage/Z1/Skins/CUESearch/DisplayTemplates/Item_Default.js604;16604
Customer complaints management - Managing unreasonable complainant conduct procedure5859123/02/2022 5:42:07 AM23/02/2022 5:42:07 AMUnreasonable conduct can arise at any time in the customer complaints management process manage the customer complaint or internal review in accordance with the Customer complaints STS_ListItem_DocumentLibraryhttps://ppr.qed.qld.gov.au/attachment/Forms/AllItems.aspxhttps://ppr.qed.qld.gov.aupdfFalsepdfhttps://ppr.qed.qld.gov.au{9E3166D8-1953-4819-AD4D-EFC1B1224819}~sitecollection/_catalogs/masterpage/Z1/Skins/CUESearch/DisplayTemplates/Item_PDF.js606;15606
Customer complaints management – Managing unreasonable complainant conduct procedure5891223/02/2022 5:51:17 AM23/02/2022 5:51:17 AMCustomer complaints management framework and policy (if the conduct arises during the management of the original customer complaint) Internal review procedure (if the conduct STS_ListItem_850https://ppr.qed.qld.gov.auhtmlFalseaspxhttps://ppr.qed.qld.gov.au/policiesandprocedures{05BB628D-B764-4D4E-8C6C-E155E7F1DDA1}~sitecollection/_catalogs/masterpage/Z1/Skins/CUESearch/DisplayTemplates/Item_Default.js604;16604
Complaint process for restrictive practices122048/02/2021 5:38:30 AM8/02/2021 5:38:30 AMHow to make a complaint Customer complaints management procedure Customer complaints management policy Customer Complaints Management Framework STS_ListItem_DocumentLibraryhttps://ppr.qed.qld.gov.au/attachment/Forms/AllItems.aspxhttps://ppr.qed.qld.gov.aupdfFalsepdfhttps://ppr.qed.qld.gov.au{DCEC63E0-A975-4F81-ADC2-FEF19BCD9B82}~sitecollection/_catalogs/masterpage/Z1/Skins/CUESearch/DisplayTemplates/Item_PDF.js606;15606

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