1) Handling Consumer Complaints: A Best Practice Guide

A Practical Guide to Handling Consumer Complaints

This guide to handling customer complaints discusses why it is in business's interest to give a high priority to effective complaint management. It recommends practical procedures for reviewing and resolving customer complaints and for using them as management and marketing tools.

Source: Government of Canada

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2) Serving the American Public: Best Practices in Handling Customer Complaints

This study was conducted by the American government in co-operation with over 50 private companies. It provides practical lessons learned and measurements you can use to evaluate your own policies and procedures related to customer complaint handling.

Release Date: 06/11/96

Source: Federal Benchmarking Consortium

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3) Consumer Complaints Management

A Guide for Canadian Business

The objective of the Guide is to assist businesses and industry associations contemplating Consumer Complaints Management initiatives, and those that have initiatives in place but wish to consider ways of improving them.

Source: Government of Canada

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