Multi-agency complaint handling

Our experience has shown that it is not uncommon for people to experience difficulties when trying to either lodge or resolve complaints where:

• multiple agencies are or may be involved in delivering a service
• jurisdiction in resolving the complaint may involve multiple agencies
• there are misunderstandings of jurisdiction across agencies.

What is a multi-agency complaint?

• Where more than one agency is involved in investigating or responding to a complaint/issue.
• Where an agency refers complainants to other agencies/units, and the same in reverse (i.e. complainants are directed round in circles).
• Agencies/units responding to the same issue independently, without communication.

What should agencies do?

Agencies involved in multi-agency service delivery should carefully consider how they will manage complaints and communication. 
Preparation in these areas can help agencies proactively respond to issues that may arise.

Tip 1 - Confirm jurisdiction

• We have seen a number of cases where a complainant has been referred from one agency to another then back to the original agency due to confusion about agency jurisdiction.
• Prior to referring a complainant to an alternative agency, jurisdiction should be confirmed not assumed by the referring agency.
• Be alert to opportunities and jurisdictions/interests of other agencies (e.g. knowing generally what other agencies/sections can and cannot do)

Tip 2 - Interagency communication

• Proactively contact the other agency/section and discuss the issue before referring complainants/customers or taking action.
• Identify whether there are shared or parallel interests.
• Coordinate response action for example:
  - clearly communicate and share information with each other
  - confirm jurisdiction, 
  - identify sharing resources opportunities, and
  - coordination of response/communication with complainant.

Tip 3 - Develop interagency processes and procedures

Agencies delivering services jointly, or where there is overlapping jurisdiction with another agency, should consider developing an interagency procedure for complaints. At a minimum, procedures should include the following elements:

• Responsibilities of each agency.
• Complaint handling processes including any transfer arrangements.
• How identified issues from complaints will be shared between the agencies.

Tip 4 - Communicate with the complainant 

• Coordinated – where multiple agencies are communicating with customers about the same issue, information provided should be consistent across the jurisdictions to reduce possible confusion.
• Open – each agency should ensure it provides clear, practical information.
• Easy to understand – agencies should ensure communication uses plain language.
• Other agencies involved – the agency which identifies the issue should inform other agencies.

Benefits of good multi-agency complaint coordination

• Improved customer service, less frustration, consideration of concern.
• Improved agency reputation.
• Improved efficiency (incl financial costs).
• Reduced impacts on people, environment etc.
• Information, skill and resource sharing.
• Keeping relevant actions ‘in time’.