An Informal Justice Perspective to Complaints Handling
$169.99
- Hardcover
182 pages
- Release Date
31 December 2026
Summary
This book rethinks the way complaints should be interpreted by organisations, looking at them as opportunities to improve rather than things to be avoided. Instead, it argues that effective complaint handling can offer another pathway to ‘informal’ justice as opposed to ‘formal’ justice primarily delivered by courts and tribunals. It can promote procedural fairness, enable access to justice and save time and costs while improving products and services. With practical case study examples and p…
Book Details
| ISBN-13: | 9781399543255 |
|---|---|
| ISBN-10: | 1399543253 |
| Author: | Professor Tania Sourdin, Bin Li, Tania Sourdin |
| Publisher: | Edinburgh University Press |
| Imprint: | Edinburgh University Press |
| Format: | Hardcover |
| Number of Pages: | 182 |
| Release Date: | 31 December 2026 |
| Dimensions: | 156mm x 234mm |
| Series: | Access to Justice in a Changing World |
Critics Review
This book focuses on the somewhat rarely investigated area of complaint handling. The authors’ treatment, viewing complaint handling as a form of informal justice, is original and compelling. Impeccably written and packed full of insight, this is an outstanding addition to the access to justice and dispute resolution literature. – Bryan Clark, Lancaster University
An essential read for those seeking to better understand complaints handling, or organisations seeking to develop complaints handling processes and procedures. Critical success factors include removal of barriers, skills, responsiveness, effectiveness and timely finalisation. – Lola Akin Ojelabi, RMIT University
Professor Tania Sourdin
Tania Sourdin
Tania Sourdin is the Dean of the University of Newcastle Law School. Previously, she was the Foundation Chair and Director of the Australian Centre for Justice Innovation (ACJI) at Monash University in Australia. Professor Sourdin is an expert in justice, litigation, conflict avoidance, complaints handling, and dispute resolution. She has influenced legislative reform initiatives, standards, and cultural change for dispute resolution.
Professor Sourdin has authored Standards in relation to complaints handling, educational and training frameworks, and certification requirements for complaint handlers, as well as complaint toolkits for business. She has over 140 publications. Her recent books include:
- Alternative Dispute Resolution, 6th edition (2020)
- Judges, Technology and Artificial Intelligence (2021)
- Digital Technology and Justice: Justice Apps (2020), co-authored with Jacqueline Meredith and Bin Li.
Bin Li
Bin Li is a Senior Lecturer at the University of Newcastle School of Law and Justice in Australia. Dr Li’s work focuses on the intersection of technology, law, and justice. His research assesses complaints handling and dispute resolution processes and explores the benefits and risks that new technologies pose for justice reform. His recent publications include:
- Digital Technology and Justice: Justice Apps (2020), co-authored with Tania Sourdin and Jacqueline Meredith.
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