I bet no one ever said, sorry!
I have always thought large organisations, including government departments, don't understand the value of complaints.
Complaints are an opportunity to see how well or badly an organisation is performing, where and how it is failing.
Correction can only happen, when authorised at an appropriate level within the organisation.
It would appear getting things right is not important, just look at how complaints are dealt with, at the lowest level possible, with the object being to get rid of the caller and not even record the complaint.
If nothing else complaints should be recorded, and made available to a director who can feed them back at an appropriate management level to change system to prevent reoccurrence, and to apologise/compensate to the customer.
Sort of like the RAC? 😉
