Tips to avoid complaints

Many complaints are the result of poor communication or misunderstandings, unclear expectations, or failing to follow processes in the CATSI Act or the corporation's rule book.

Your corporation can avoid unnecessary complaints through good communication practices and showing commitment to its services and processes.

• Clear communication: prevent misunderstandings by ensuring your corporation communicates expectations, processes, timelines with members, directors, staff, customers and other stakeholders
• Manage expectations: be realistic about what you can deliver and when. Overpromising and underdelivering is a common cause of dissatisfaction.
• Be responsive: address corporation business efficiently, even if it's just acknowledging receipt of the matter and letting the other party know when you'll get back to them. Being responsive shows your corporation cares and helps to manage frustrations.
• Provide excellent customer service: always treat your members, directors, customers and stakeholders with respect and understanding. Good customer service can turn an unhappy stakeholder into a happy one.
• Consistent service: Make sure everyone in the corporation is aligned in service standards and processes. Having consistent service can prevent issues from escalating.
• Follow through: ensure that you do what you say. Whether that's delivering services, processing membership applications, providing information, or following up on a matter.
• Seek feedback: Regularly ask for feedback from members, stakeholders and customers to identify potential problems before they escalate. Active listening shows you're committed to continuous improvement.

By addressing concerns early and consistently meeting or exceeding expectations, you can minimise the chance of complaints.