F8.4 Implement a multi-channel complaint resolution mechanism that tracks resolutions
Practices
Invest in staff training programmes focused on empathetic and efficient complaint handling. Deploy technology to track and manage case metadata centrally, such as pendency, timelines, and resolution status, without centralizing sensitive case details.
Establish federated redress mechanisms through geographically or DPI-specific courts or dispute redress systems. These mechanisms should be accessible via multiple channels— in-person, telephone, and online— to address issues like identity proofing failures, errors, and service exclusions, ensuring clear communication and technical assistance.
Collaborate with independent oversight bodies to audit and improve the redress systems.
Resources
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