Del i serien Access to Justice in a Changing World

Informal Justice Perspective to Complaints Handling

Inbunden, Engelska, 2026

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This book rethinks the way complaints should be interpreted by organisations, looking at them as opportunities to improve rather than things to be avoided. Instead, it argues that effective complaint handling can offer another pathway to ‘informal’ justice as opposed to ‘formal’ justice primarily delivered by courts and tribunals. It can promote procedural fairness, enable access to justice and save time and costs while improving products and services. With practical case study examples and practical approaches grounded in research, it provides informed guidance on the implementation of a complaints handling framework.The book draws on an international range of sources, examining complaints handling in the private and public sectors in Australia, Canada and Europe and integrating best practices from specialised complaints handling bodies, including the UK Parliamentary and Health Service Ombudsman, Commonwealth Ombudsman in Australia, Federal Ombuds in Canada and the New South Wales Ombudsman.It examines the processes used, how technology is changing the way in which complaints arise and are dealt with, and presents an organisational as well as a complainant perspective.

Produktinformation

Utgivningsdatum2026-12-31
Mått156 x 234 x undefined mm
FormatInbunden
SpråkEngelska
SerieAccess to Justice in a Changing World
Antal sidor186
FörlagEdinburgh University Press
ISBN9781399543255

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Diskriminering och rättvisa inom Samhälle och politik
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Tania Sourdin is the Dean of the University of Newcastle Law School and was previously the Foundation Chair and Director of the Australian Centre for Justice Innovation (ACJI) at Monash University in Australia. Professor Sourdin is an expert in her field and has had an extensive career focusing on justice, litigation, conflict avoidance, complaints handling and dispute resolution. She has influenced legislative reform initiatives, standards, and cultural change for dispute resolution. She has written Standards in relation to complaints handling, educational and training frameworks, and certification requirements for complaint handlers as well as complaint toolkits for business. Professor Sourdin has more than 140 publications. Her recent books include Alternative Dispute Resolution, 6th edition (2020), Judges, Technology and Artificial Intelligence (2021) and Digital Technology and Justice: Justice Apps co-authored with Jacqueline Meredith and Bin Li (2020). Bin Li is a Senior Lecturer at the University of Newcastle School of Law and Justice in Australia. Dr Li’s work lies at the intersection of technology, law and justice. His research assesses complaints handling and dispute resolution processes and explores the benefits and risks that new technologies pose for justice reform. His recent publications include Digital Technology and Justice: Justice Apps co-authored with Tania Sourdin and Jacqueline Meredith (2020).

PrefaceIntroduction: Complaint, Complaints Management and JusticeIntroductionInformal Justice and Access to JusticeComplaint BehaviourTechnology and Social Networks1. Measuring Effective Complaints HandlingIntroductionPrivate Sector ComplaintsGovernment SectorConsumer Sentiment and ComplaintsResearch into Consumer Behaviour2. Complaint PolicyIntroductionLeadership and ResponsivenessComplaints PolicyAccessibilityEncouraging FeedbackResponsivenessTime Frames and Tracking ComplaintsAssessing ComplaintsHandling the ComplaintResolving Complaints Gathering and Using InformationMonitoring and Improvement3. Enabling ComplaintsIntroductionUnderstanding Barriers to Make a ComplaintBenefits of Making it Easy to ComplainPeople Focused Complaints HandlingVisibility and TransparencyAccessibilityEliminating Fear of Retribution as a Barrier to ComplaintsConsumer VulnerabilityThird-Party Complaint HandlersRemoving Financial Barriers to Making a ComplaintThe Impact of Technology and Social Media on Making a Complaint Accessible Communication Styles4. Managing and Assessing ComplaintsIntroductionManagement and Assessment ProcessesImpartiality and Fairness5. Finalising ComplaintsIntroductionAccountability and Quality AssuranceGathering and Using DataUsing Complaints to InnovateContinuous Improvement and FeedbackImproving Broader Organisational or Systemic ProblemsFeedback on the Complaint Management SystemDissatisfaction with Outcomes and Escalation ProcessesPrevention of Ongoing Disputes6. Complaint SkillsIntroductionImportance of Communication SkillsSkills and Approaches to Manage Unreasonable ComplainantConclusion – The Future of Complaint HandlingIntroductionThe Rise of AI and ComplaintsClarity and Purpose – Know What You Want to Achieve and Have a Plan About How to Get ThereEmpowering Complainants