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Management of Complaints and Other Feedback by the Department of Veterans Affairs

Tabled Date:
Thursday 3rd May 2012
Report Number:
32
Portfolio:
Defence
Department:
Department of Veterans' Affairs

The audit objective was to assess the effectiveness of the Department of Veterans’ Affairs management of complaints and other feedback to support service delivery. The audit criteria were that DVA has:

  • a well-designed framework for managing complaints and other feedback;
  • effective processes and practices to manage complaints; and
  • appropriately analysed complaints to inform service delivery.


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