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The Australian Standard on Complaints Handling Review

Tuesday 17, Nov 2020

What goes into reviewing the Australian Standard on Complaints Handling?

To find out, listen to SOCAP It’s Time to Talk with Jane Pires, Chair of the Australian Standards Complaint Handling Committee. 

With a revised and updated AS/NZS 10002:14 Australian Standard on Complaints Handling out in 2021, SOCAP members will have the chance to provide input into the updates for its relevancy moving forward. 

We speak to Jane Pires, Energy and Water Ombudsman Queensland (EWOQ) and Chair of the Australian Standards Complaint Handling Committee and in charge of reviewing the standard and she tells us her top line thoughts on the updates that may be needed for the standard, and the process the standard goes through to ensure it is up to date with relevant operating procedures. 

Key areas of review to ensure the standard reflects key issues include:

  • Complaint definition for clarity and consistency
  • Consumer expectation: how consumers engage with organisations
  • Digital complaints: how organisations will need to handle complaints across digital mediums
  • The need for consumer, advocates, regulators and business representation in the updating process