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AS/ISO ASSURANCE SERVICE

AS/ISO ASSURANCE SERVICE. A SOCAP INITIATIVE. purpose & objective. to provide high quality feedback

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AS/ISO ASSURANCE SERVICE

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  1. AS/ISO ASSURANCE SERVICE A SOCAP INITIATIVE

  2. purpose & objective • to provide high quality feedback • on an organisation’s complaint handling processes and procedures – has the organisation understood, implemented the Standard’s elements and achieved a high standard of effectiveness and efficiency? • provide an assurance service • an opinion on the level of confidence which can be placed on the organisation’s adherence with the new Standard; and • individual, comparative, and longitudinal benchmarking which has SOCAP’s Seal of Approval www.socap.org.au

  3. assurance elements • assessment • specifically designed questionnaire + follow-up interview with responsible senior manager • independent expert assessment – industry specific • results • comparison against ‘all industry’ group • longitudinal comparison – progress over time www.socap.org.au

  4. general and industry comparisons – indicative only www.socap.org.au

  5. what we plan to do to get started…. • select an expert consultant to establish the program • develop research methodology • define the process steps - what are the mechanics • obtain member feedback – working party • finalise methodology & Assurance Service details • pilot amongst SOCAP working party members • train small group of assessors - industry based • market the Service to members • maintain QA monitoring – assessors and methodology www.socap.org.au

  6. a member-driven/managed initiative • working party of two members from each of the following industry groups: • financial services • utilities/telecoms • manufacturing • government • benefits of participation: insight and free overall assessment www.socap.org.au

  7. what we hope to achieve • for members • valuable service as a privilege of SOCAP membership • individual feedback on opportunities for improvement and possible initiatives for consideration • for SOCAP • income generation for SOCAP • positioning SOCAP as the authoritative organisation for complaint handling www.socap.org.au

  8. starting today…… • please talk to Rachel, myself or any other board member if you wish to comment, contribute or participate. www.socap.org.au

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