This rapid review looks at the components of an effective complaints system to inform the design and delivery of a feedback and complaints system for Oranga Tamariki - Ministry for Children. An effective complaints system can resolve issues, lead to improvements in service delivery, and improve the reputation of an organisation. However, children and young people face a number of barriers to giving feedback or making complaints.

This rapid review outlines key principles and components of complaints systems before giving recommendations for improving awareness and accessibility, responsiveness, quality assurance, and learning from complaints systems. This review is a time-limited examination that draws on a limited research base. Rather than providing any evidence of an optimum approach, this review is limited to providing a general description of feedback and complaint systems. (From the Executive summary). Record #6002