Internal Dispute Resolution Response Testing and Training
- Superannuation Fund
- Internal Dispute Resolution
- Behaviour change and training
Following a review by ASIC, one of our superannuation clients made a commitment to improve their Internal Dispute Resolution (IDR) responses i.e. responses to members who had made a complaint.
Our client realised that there were entrenched attitudes and behaviours in the Disputes Resolution team that resulted in letters that were long, detailed, and difficult to read.
The result: we knew that the team needed to hear directly from members to break through these entrenched attitudes so
- We video-ed members responding to tested actual – deidentified – IDR responses, and – with permission – used extracts of the videos in our training workshops with the team.
- We also designed three new templates which we workshopped with staff
- We delivered a User Guide with instructions and tips about how to write IDR responses clearly
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