The power of an apology
Never ruin an apology with an excuse.
Effective complaint handling processes can go a long way towards resolving a complaint informally and restoring the relationship between the individual and the agency. The converse is also true. Complainants who have a negative experience can lose trust with the agency, become adversarial and continue to pursue the matter by reporting it to an external entity.
The Office of the Information Commissioner (OIC) has published a practice note that sets out tips for handling privacy complaints that from our experience, can mean the difference between a complaint that is successfully resolved, and a complaint that is escalated to OIC or onto the Queensland Civil and Administrative Tribunal.
Benjamin Franklin gives practical advice on how to resolve an issue. Our tips for resolving a privacy complaint, include how to prepare for talking with a complainant, how to give a meaningful apology, what to include in an outcome letter and remedial actions that may resolve a substantiated privacy complaint.
For more information, please refer to the OIC Practice Note: Tips for Resolving Privacy Complaints.