It is the policy of the Hawai`i SBDC Network to treat complaints from clients and stakeholders as an opportunity to improve the quality of the services offered. Implementing this policy requires a systematic process of collecting data, investigating complaints, reviewing complaints with centers and individuals with the intent of improving the quality of service delivered, and taking corrective actions.
Complaints are the result of many factors, such as: Unrealistic expectations, misunderstandings, lack of resources, lack of skills, lack of follow-through, poor training, psychological/emotional problems, etc. All of these factors can be reduced and sometimes eliminated through careful analysis and corrective actions.
All staff are empowered to resolve complaints. Written reports, with complete and honest descriptions, are to be included and sent immediately to the associate state director and state director by email.
See related topic: Data Collection