Frustration for complainants

With all this lovely snow around and little chance of getting to work time to blog. Was reading an article recently about how more frustration can be caused by the way an organisations handle complaints. When I first started in complaints in the 90's I learnt the importance of making it easy for people to complain.,  Even on our training program we bang on about breaking that 'ice' between the organisation and the customer. Yet, there are still organisations out there that will not entertain complaints unless they are in writing. A government department that will not accept a fax, and so on. No wonder people get frustrated by deeply entranced negative attitudes towards complainants. Time to go out a make a snowman!