Effective complaint handling

Guide to complaints policy development from the Office of the Ombudsman (New Zealand). Description: "This guide sets out key information for state sector agencies about developing and operating an effective complaints process. It also provides information about the Ombudsman’s role, as an independent, external review body for complaints about the administrative conduct of state sector agencies. A checklist for agencies to follow in designing an effective complaints process is also included at the end of this guide."