Complaints handling is a growing area of conflict resolution and prevention. In this unit students will explore the benefits of effective complaints handling. Theories, research and practice in this area are developing to support the design of systems which ensure satisfaction for complainants, industry, and statutory bodies. Students will also explore the role of an ombudsman, complaints tribunals and commissions. The design and practice of effective complaints handling are introduced including policies, procedures, skills, approaches, time frames, resources and alternatives.

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