Complaint Resolution Process

Conflict Resloution Process

Complaint Resolution Principles

When engaging in complaint resolution all staff, management and executives will be expected to meet their role requirements of following all policies, procedures and legal obligations while representing the business. These requirements and principles include, but are not limited to…

  • Following best practice communication standards of engaging with fellow employees, customers and community members with warmth and empathy
  • Practicing non-defensive, astute, creative, decisive, firm and resilience responses to complaints
  • Proactively seek editorial review from a colleague, editor, manager or executive before responding to the complainant
  • Maintain transparent, accurate, trackable records by utilising the approved recording process and systems
  • Respond to the complainant in a timely manner (within 24 hours of complaint being received)

Roundbox Media will:

  • Provide templates, processes and procedures to staff and management to resolve complaints effectively
  • Provide ongoing training and feedback on complaint resolution
  • Follow all legislative and best practice methodology to resolve any complaints
  • Continue to evolve and improve their resolution practices based on risk assessment and feedback
  • Regularly analyse complaint data to identify trends or opportunities to improve work processes
  • Provide annual reports on complaints received and resolved to monitor and improve work processes and track community interaction

CONTACT THE PHOENIX

91 Boorowa Street, Young NSW 2594

Editorial

Phone 0474 159 981

editor@hilltopsphoenix.com.au

Sales

Phone 0474 159 981

sales@hilltopsphoenix.com.au

SUBMIT AN ARTICLE

We are always looking for new articles of interest to the local community.

Please feel free to submit an article for possible inclusion in a future issue.

To submit an article, click here to use our online article submission form.

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