Get to grips with gripes, grumbles ad grievances

摘要

Complaints are not often associated with innovation and creativity. When we think of complaints, we think of frustration, failure and poor service.Receiving lots of complaints is seen as something to be wary of, not celebrated. But getting complaints show that people think its is worth complaining and that they will be listened to, and that they believe that they have power to influence the system. They are a good sign of democracy in action.Are complaints changing public services? Do they lead to innovation? To what extent do complaints help public services adapt to today's rising and complex demands? How can public services use complaints to listen, and engage with the public as co-producers of better outcomes? And, how can public services make it easier for people to complain and encourage them to do so?