TITLE: COMPLAINTS MANAGEMENT
WORK AREA: RECEPTION
RESPONSIBILITY: ALL STAFF
INSTRUCTION: THIS POLICY OUTLINES HOW TO RECORD AND FOLLOW UP COMPLAINTS
If a person affected by an issue raised in a complaint has a decision maker, advocate or substituted or informal decision maker, these people may be included and recognised in the complaints management and resolution process, depending on their role in the life of the person making the complaint.
The complaint process will include communication processes suited to the needs of the individual making the complaint in an appropriate way that meets their needs.
The complaint process will be transparent and accessible and includes:
- a clear communicated process of how the complaint will be managed
- The outcome of the complaint will be provided in writing for complaints of a more significant nature;
- enable people with a disability who are using Gravity services to know how to make a complaint to the service provider and to the NDIS Commission as required.
- any person could make a complaint, including anonymously lodging a complaint about supports or services provided.
- complaints should be dealt with directly and quickly at the point of service, unless the complaint requires further investigation.
- provide for an easy and accessible process for making and resolving complaints.
- the centre manager is the designated complaints manager, who’s responsible for:
- coordinating the handling of complaints and ensuring the complaint is properly managed.
- ensure appropriate support and assistance is provided to any person who wishes to make or has made a complaint.
- remind people that it’s okay to have support when making a complaint and offering support can increase their confidence and reduce anxiety.
- Asking if the complainant needs support from staff, family of an advocacy service during the complaints handling process.
- acknowledged, assessed and resolved in a fair, efficient and timely manner most complaints will be dealt with within 24 hours of receipt,
- appropriately actioned in relation to issues raised in complaints,
- actioned for reasonable steps to ensure any person who makes a complaint, and
any affected person is advised how to make a complaint to a larger consumer body such as: the NDIS Commission or consumer affairs, and that the appropriate information or assistance is provided to contact the overseeing body to the complaint.
If a staff member believes the Employer or any employees is involved in any form of wrongdoing such as:
- committing a criminal offence
- failing to comply with a legal obligation
- endangering the health and safety of an individual
- environmental damage or
- concealing any information relating to the above,
They should, in the first instance, report their concerns to management who will treat the matter with complete confidence. If the staff member is not satisfied with the explanation or reason given, they should raise the matter with the appropriate organisation or body, eg the police, Work Health and Safety, NDIS Quality and Safeguards Commission
the Environment Protection Agency.
The staff member will not suffer any detriment as a result of any genuine attempt to bring to light matters of concern. However, if this procedure has not been invoked in good faith (eg for malicious reasons or in pursuit of a personal grudge), then you may be subject to disciplinary action up to and including termination
A review process is available to issues raised in complaints, and identify and address systemic issues and actions identified through the complaints process. The process of review is the responsibility of the Director.
The complaints process is reviewed annually by the Director and the Centre Manager to ensure it remains effective. The review will include:
- the identification and resolution of systemic issues raised through the complaints management and resolution process.
- The evaluation of statistical and other information about complaints for quality improvement purposes and can be provided to the NDIA Commissioner, on request.
Record keeping requirements
Gravity will keep and maintain appropriate records of complaints received through Gravity’s Complaints Registry.
This will include, where appropriate:
- information about the complaint
- any action taken to remediate or resolve complaints, and
- the outcome of any action taken
Records will be kept for 7 years from the date the record was made. This requirement ensures all persons are aware of their rights and can advocate for their needs and safety where appropriate.
All staff receive as part of their induction training an outline of the complaints management and resolution policy and procedures. Casual staff will be asked to refer complaints to permanent staff members or the Director for complaints of significance.
The requirement to document the system relates only to the system itself, as information provided in individual complaints must generally be kept confidential.
The rules relating to the complaints management and resolution system is underpinned by the principles of procedural fairness when dealing with a complaint.
All Gravity staff understand they are bound by the NDIS Code of Conduct.
The complaints management and resolution system must ensure that complaints are referred or notified to any other regulatory bodies if required by law such as:
- Work Health and Safety
- NDIS Quality and Safeguards Commission
- Consumer Affairs Victoria
Complaints Management Workflow