Ever found yourself mid-project, grappling with a complaints and enquiries process that’s just not cutting it? Whether you’ve inherited the system or designed it yourself, it might feel like it’s creating more problems than it solves.
Some common issues we’ve seen in otherwise seamless processes include:
- Offsite communications & engagement teams relying on others to identify and report issues.
- Direct interactions or complaints delivered to the construction team that never get escalated.
- A lack of integration between the complaints process and other onsite reporting systems.
- Unclear requirements for response timeframes and reporting protocols.
- Inconsistent classifications of complaints and enquiries—after all, it’s subjective!
Instead of letting these frustrations pile up, it’s time to roll up your sleeves and fix the gaps. Here’s how to take it back to basics and turn things around:
- Update your policy document to reflect current project needs.
- Create a simple, accessible contact form for onsite use—ideal for teams without access to online client management systems (such as Consultation Manager.)
- Integrate complaints reporting into existing systems like day sheets.
- Conduct project team training to outline the updated policy, explain the differences between enquiries, complaints, and incidents, and clarify escalation protocols.
At Factotum, we’ve learned from experience on major projects that a strong complaints process isn’t just reactive—it’s proactive. Here’s what works:
- Setting stricter response timeframes to stay accountable.
- Establishing clear reporting processes integrated into broader project workflows.
- Providing specific guidance on classifying enquiries, complaints, and community incidents.
- Training teams onsite to act quickly and escalate when needed.
Remember: when you get a complaint, you act. If you’ve got complaints about the process itself, act on that too. Fix the system, and you’ll fix the flow.
Because the best complaints process isn’t just about managing problems—it’s about building trust.
