The Community Relations Division has formed an Intra-Departmental Working Party to finalise a complaints handling and client feedback protocol with a view to implementation in the year 2001.

The protocol aims to assist Departmental staff and clients in resolving concerns and in collecting information which can be used in policy development and strategic planning to enhance client service.

The Working Party includes representatives from business centres that reflect the diversity of administrative arrangements within the Department and which involve high levels of client contact. The Working Party also plans to draw on other expertise within the Department as required.

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