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Old 4th Aug 2010, 09:37
  #13 (permalink)  
gobbledock
 
Join Date: Oct 2009
Location: Alabama, then Wyoming, then Idaho and now staying with Kharon on Styx houseboat
Age: 56
Posts: 1,437
Question

New face to handle complaints

CASA has a new Industry Complaints Commissioner. Elizabeth Hampton took over the key role last month with a goal of further enhancing the relationships between CASA and members of the aviation industry and wider community. Elizabeth has a legal background and joins CASA from the Australian Competition and Consumer Commission (ACCC). Prior to working for the ACCC she worked in the Office of the Commonwealth Ombudsman, developing complaint handling policies and procedures. Elizabeth also spent a number of years at Centrelink managing complaint handling, merits review and customer compensation matters. She says a well managed complaints system can help organisations identify problems with systems and processes. “There is great value in dealing with complaints quickly and thoroughly and as a government agency CASA must be accountable and unafraid of scrutiny,” Elizabeth says. “As I come from a non-aviation background I’m looking forward to getting to know lots of aviation people to learn as much as possible about this great industry.”The Industry Complaints Commissioner is dedicated to ensuring legitimate complaints about CASA officers, industry delegates and authorised persons are objectively considered, effectively addressed and fairly resolved in a timely fashion. The Industry Complaints Commissioner operates independently of CASA’s technical and operational line management, under the guidance and, where necessary, the direction of CASA’s Ethics and Conduct Committee. People with complaints about CASA are asked to try to resolve problems in the first instance with the CASA staff member or manager they have been dealing with. Where problems cannot be resolved they can then be easily taken to the Industry Complaints Commissioner.
Does the above also cover internal complaints ? From what I hear there are a number of internal staff with a number of legitimate legal claims who are taking action with a number of solicitors (external)........
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