Establishing an Effective Complaint-Handling Process

Grant Thornton put together a comprehensive report: Hear that whistle blowing! Establishing an effective
complaint-handling process
. (August 2006, .pdf)

They have developed the MACH process which consists of six basic steps:

  • Receive the complaint;
  • Analyze the complaint;
  • Investigate the complaint;
  • Resolve the complaint;
  • Report the resolution of the complaint; and
  • Retain the necessary documentation.

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