Complaints & Feedback

Policy Statement

Our organisation is committed to providing high-quality services to our clients.

We recognise that from time to time, clients and stakeholders may have concerns or complaints about the services we provide.

This policy outlines the procedures for managing and resolving complaints in a fair, transparent, and timely manner.

This complaints policy ensures that all complaints and feedback are handled promptly, fairly, and consistently.

By valuing feedback and addressing concerns effectively, we aim to improve the quality of our services and maintain trust with our clients and stakeholders:

Definition of Feedback and Complaints:

Feedback – sharing your experience, including observations, suggestions, opinions, or compliments.

Complaint – expressing dissatisfaction about an experience that was displeasing or unacceptable and requires resolution or response.

Consent Requirements

Where a person raises feedback or a complaint on behalf of someone else, our staff must make sure that they have consent to:

• Act on behalf of the person affected by the issue.

• Receive information about the person in relation to the issue raised.

Some enquiries, feedback and complaints can be progressed without consent. This will limit the information that can be provided to the person raising the issue.

Objectives

• Ensure all complaints are handled consistently, fairly, and promptly.

• Provide the complainant with a clear and accessible process for raising concerns.

• Use feedback from complaints to improve the quality of our services.

• Protect the rights and dignity of complainants and staff during the complaint process.

Scope

This policy applies to all staff, clients, and any other stakeholders involved with our services.

Procedures

1. Receiving Complaints:

1.1 Verbal Complaints: If a complainant makes a verbal complaint, staff should:

• Listen carefully and acknowledge the complaint.

• Record the details of the complaint accurately.

• Inform the complainant of the complaint process and expected timeframes for

resolution. Depending on the complexity of the complaint, our first response will be within 2 working days. For more complex complaints we will respond within 10 working days.

• Assure the complainant that their complaint will be taken seriously and handled confidentially.

1.2 Written Complaints: If a complainant submits a written complaint:

• Forward the complaint to the Chief Executive Officer (CEO) immediately.

• Acknowledge receipt of the complaint in writing within 2 working days.

2. Recording Complaints

2.1 Complaint Log: Maintain a centralised complaint log to record:

• The date the complaint was received.

• The name and contact details of the complainant.

• The nature of the complaint.

• Actions taken to resolve the complaint.

• The outcome and date of resolution

3. Assessing Complaints

3.1 Initial Assessment: The CEO or Regional Leader will:

• Review the complaint to determine its severity and complexity.

• Assign a priority level based on the urgency and potential impact on the complainant.

• Decide whether the complaint can be resolved informally or requires a formal investigation.

4. Resolving Complaints

4.1 Informal Resolution: For less serious complaints:

• Attempt to resolve the issue directly with the complainant through discussion and mutual agreement.

• Document the resolution and any actions taken.

4.2 Formal Investigation: For more serious or unresolved complaints:

• CEO to conduct a thorough and impartial investigation, including interviews with relevant parties and review of any evidence if relevant.

• Keep the complainant informed of the progress and expected timeframes.

4.3 Resolution: Based on the investigation findings:

• Provide a written response to the complainant, outlining the findings and actions taken.

• Ensure the response addresses all aspects of the complaint and is clear and concise.

• Offer an opportunity for discussion on the outcome if desired.

5. Continuous Improvement

5.1 Analyse complaint data regularly to identify trends and areas for improvement.

Implement changes to policies, procedures, or training as needed.

6. Appeals Process

6.1 Appeal Request: If the complainant is not satisfied with the outcome, they may request a review or appeal.

• The appeal should be submitted in writing within 14 days of receiving the resolution.

• The appeal will be reviewed by the Managing Director.

6.2 Appeal Resolution: Conduct a thorough review of the appeal and provide a final decision in writing within 14 days of receiving the appeal request.

Responsibilities

Management: Ensure the complaints policy is implemented and reviewed regularly. Provide training and resources to staff for effective complaint handling. Oversee the complaint process, conduct assessments, and ensure timely and fair resolution.

Staff: Listen to and record complaints accurately, inform complainants of the process, and cooperate with any investigations.

Confidentiality: All complaints will be handled with the highest level of confidentiality. Information will only be shared with those directly involved in the resolution process.