Swanston Airlines is a large-scale organisation providing flights to all capital cities in Australia - VCE - SSCE Business Management - Question 1 - 2015 - Paper 1

The purpose of a policy is to provide a clear framework that guides decision-making and behavior within an organization. It establishes the principles and guidelines that govern actions and procedures, ensuring consistency and compliance with legal and ethical standards. A well-defined policy aims to address specific issues, reduce risks, and improve operational efficiency. In the case of Swanston Airlines, the policy will help manage customer relations effectively, particularly in response to the recent technology breakdown, by outlining the steps for handling customer complaints and ensuring a high level of service.