5. Recording and learning

Valuable feedback is obtained through complaints. One of the objectives of the CHP is to identify opportunities to improve provision of services and to improve communication across the Church.

Complaints data will be used for analysis and management reporting. By recording and using complaints information in this way the causes of complaints can be identified and addressed and, where appropriate, training opportunities can be identified and improvements introduced.

5.1 Recording complaints

To collect suitable data, it is essential that all complaints are recorded in sufficient detail. The minimum requirements are as follows:

• Name and contact details of the complainant;
• Date of receipt of the complaint;
• How the complaint was received;
• Category of complaint;
• Staff member responsible for handling the complaint;
• Department to which the complaint relates;
• (If applicable) date of suspension of the complaint investigation in order to attempt alternative dispute resolution;
• Action taken and outcome at direct resolution stage (if applicable);
• Date the complaint was closed at the direct resolution stage;
• Date the investigation stage was initiated (if applicable);
• Action taken and outcome at investigation stage (if applicable);
• Date the complaint was closed at the investigation stage (if applicable); and
• Underlying cause and remedial action taken (if applicable).