Dealing with difficult complaints and applicants

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Best Practice BEST B - Boundaries E - Expectations S - Support T - Training PRACTICE P - Practices R - Responsibilities A - Authority C - Communication T - Time I - Impartiality C - Consistency E - Equanimity 24
‘Ground rules’ or ‘rules of engagement’ We will develop a set of standard ‘ground rules’, or ‘rules of engagement’ for complainants and complaint handlers. We will seek to have these adopted by complaint handlers across Australia. 25
Page 1 and 2: DEALING WITH ‘DIFFICULT’ COMPLA
Page 3 and 4: • Fact number three: most people
Page 5 and 6: The down side of difficult complain
Page 7 and 8: X Y Z A B C X Y X Y Z = Event / Is
Page 9 and 10: X Or X X = Event / Issue =
Page 11 and 12: Shifts of focus from the issue to t
Page 13 and 14: • a description of conduct which
Page 15 and 16: What does that require? That change
Page 17 and 18: The downside of labelling Labelling
Page 19 and 20: Why the change in focus? This chang
Page 21 and 22: Strategies to address different typ
Page 23: The aims of the National Project Th

Dealing with difficult complaints and applicants

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