Alberta Ombudsman -- Other Considerations -- Success of the ICM

Success of the ICM

Commitment of the agency to its internal complaint mechanism (ICM) is critical to its success. This commitment must be demonstrated at all levels of your organization. Senior management must embrace and adhere to the principle that dealing effectively with complaints from the public is an integral part of the service provided. All staff should be encouraged to have a positive attitude towards complaints. Acknowledging errors or mistakes should be viewed by the agency as a strength that provides opportunities to identify potential areas to improve services and systems.