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Dealing with complaints – new resource for small business

A new online resource developed by the Society of Consumer Affairs Professionals Australia (SOCAP Australia) to help small businesses deal with complaints is now available.

The SOCAP Australia Small Business Complaints Toolkit can assist SME business owners and operators, and complaint handlers working in all businesses with strategies to review their complaints handling processes and identify the value good complaint handling can bring to a company’s performance and bottom line.

The toolkit was launched today by the NSW Minister for Innovation and Better Regulation, Victor Dominello at the National Consumer Congress in Sydney.

The toolkit is an online resource for people handling complaints in small to medium  business and also for any person looking after customer care and provides convenient access to further information on Australian Consumer Law.

Information in the toolkit includes topics:

  • Why complaints are important
  • Responding to complaints
  • Your complaint recordkeeping
  • Talking to customers

The toolkit can be viewed online from the SOCAP Australia website, or downloaded and includes templates such as a Complaint Acknowledgment Letter template and Responding to a Complaint Letter template, and postcards which can be distributed onsite for staff and clients highlighting the complaint handling procedures.

The Small Business Complaint Toolkit is a joint project between SOCAP Australia and the Australian Centre for Justice Innovation from Monash. It was made possible through the Professional Standards Councils’ Australia Professional Standards Research Grant.

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