Benefits for the Service User

People are increasingly aware of their rights and the responsibility of the public sector to deliver high quality, local services. The private sector is continually improving its customer service and it is not unreasonable for people to expect that all organisations should deliver their services in a responsive fashion.

An effective complaint management system is an essential part of providing a quality service. It shows that the organisation is responsive to service users, that it takes their concerns seriously, that it welcomes their feedback on services and is willing to use the information gained to continually improve service delivery. The benefit to the service user of an effective complaints management system should ultimately be improved services and increased satisfaction with those services.