Effective feedback, complaints and appeals processes that lead to improvements in service delivery.
The organisation listen to people and takes on feedback as a source of ideas for improving services and other activities. It includes the way the organisation responds to complaints from people using services and their right to have complaints fairly assessed and acted upon.
These templates respond to the indictators under standard 5 but are not intended to be exhaustive. Depending on how your organisation works some policies may make more sense if they are combined into one.