Organizational Effectiveness

Five Good Ideas on why you should welcome complaints

Fiona Crean

Published on September 23, 2013

Complaints can transform service, but few of us know how to handle them well. Too often they are a source of irritation and create defensiveness. But engaging with and valuing the knowledge of service users can generate improvements and better performance. As drivers for cultural change, complaints are a great source of innovation. Turning complaints into compliments and making the most of them are value-adds and ensure the organization remains relevant. Making the most out of complaints is just common sense and a cost-effective way to be cutting edge in service delivery.

Five Good Ideas

Think of complaining as a gift
Complaints should trigger innovation
Make it easy to complain
Use complaints to increase competence
Check your assumptions

Five Good Resources

Ury, W. (1991). Getting Past No. New York; Bantam Books
De Bono, E. (1991). Conflicts: A Better Way to Resolve Them. Penguin Books.
Simmons. B. & Brennan. C. (2013). Grumbles, Gripes and Grievances: The Role of Complaints in Transforming Public Services. United Kingdom; Nesta Operating Company.
City of Toronto Ombudsman. (2010). Complaint Handling Guide. Toronto. Office of the Ombudsman.
Soderbergh. S. (2000). Erin Brockovich (film).

Fiona Crean

COO, Indspire and former Toronto Ombudsman

Fiona Crean has spent her entire career showing leaders in business and the public sector how to treat people fairly by improving their service to the public. Trained as a teacher, mediator, and investigator, Fiona has broken new ground throughout her career in her quest for equity and fairness. As the City of Toronto’s first Ombudsman, she focused on the accountability, equity, and fairness of municipal services, helping thousands of residents with their problems. As an Assistant Deputy Minister with the Ontario government, she brought significant changes to the organization of the province’s corrections system. Prior to that, she established the Ombudsperson’s Office at York University. She has also been the Chief Operating Officer at the Ontario Ombudsman’s office and earlier in her career, worked as an investigator and mediator at the Ontario Human Rights Commission. Fluent in a number of languages, Fiona has designed and delivered international programs on how to investigate maladministration, human rights and corruption. She has also worked to further the good governance of governments and non-governmental organizations in South America, Eastern Europe and southern Africa. In Canada, Fiona has worked extensively with First Nations and Inuit communities, both as a teacher and advisor in developing good governance. Her accomplishments were recognized in 2015 with the YWCA Woman of Distinction Award, which noted that:

“Fiona is a force in this city, breaking down barriers, opening doors, and building an equitable city for all of us.”

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