Re: complaints forms

Subject: Re: complaints forms
From: Michael Lewis <lewism -at- BRANDLE -dot- COM -dot- AU>
Date: Wed, 22 Apr 1998 23:09:39 +1000

My PhD research project is into letters of complaint, and replies. I've
looked (and am still looking) very hard for previous research in that
area, and it's fairly thin on the ground. I'm certainly not aware of any
material along the lines you are looking for. However, you could try
contacting other government agencies (in Australia, try HREOC, NSW ADB,
ICAC, ASC ... oops, that's you ... NCC, EPA, etc).

Still 'n' all, I would think that a form would have to be so generalised
as to be rather useless. Unless, of course, you wanted to preempt
possible complaints, suggesting possible things to complain about but
discouraging complaints about anything you haven't thought of!

Irene Wong wrote:
> Are you aware of any research that has been done into the design or use
> of complaint forms. I am particularly interested in forms designed to be
> used by third partiesie when party a complains to Party b about
> something that party c has done. The complaint might, for example, be
> made to a government or independent regulator.

Michael Lewis
Brandle Pty Limited, Sydney, Australia
PO Box 1249, Strawberry Hills, NSW 2012
Suite 8, The Watertower, 1 Marian St, Redfern 2016
Tel +61-2-9310-2224 ... Fax +61-2-9310-5056

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