CASA Media Release - Thursday, 7 October 2004
Better complaints and compliments handling
The Civil Aviation Safety Authority has streamlined its processes for handling complaints and compliments about its services and products.
Complaints and compliments processes are set out clearly and in detail in CASA’s new Service Charter.
People making complaints or passing on compliments are encouraged to make contact with CASA on a special telephone number, fax number or email address.
CASA’s web site now features a front page link to the complaints and compliments information.
The new Service Charter spells out the rights of people dealing with CASA, standards for CASA service and the responsibilities of people who deal with CASA.
The Service Charter states the overriding principle in CASA’s complaints handling system is natural justice – a presumption of innocence and a right to a fair hearing.
CASA will record complaints in detail, investigate and review actions and respond as soon as possible, but preferably within 14 days. If a complaint cannot be resolved internally it can be referred to a range of external parties such as the Commonwealth Ombudsman.
CASA’s chief executive officer, Bruce Byron, says feedback from people dealing with CASA will be used to ensure service standards continue to be met.
“We will use the feedback we receive and our own regular monitoring of performance to help ensure our service standards meet the requirements of a good regulator,” Mr Byron says.
“We are well aware that our actions and decisions can affect people’s lives and businesses and we accept our responsibility to give service on a professional basis, and with courtesy and consideration.
“For CASA, good service is important but it cannot mean ‘the client is always right’. We cannot always give people the answers they would like to hear or enable them to do things they would like to do.
“But our approach will be ‘why not’ rather than ‘why’.”
Read the CASA Service Charter at: casa.gov.au/corporat/charter/
Media contact
Peter Gibson
Mobile 0419 296 446
Ref: MR0431