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Complaints policy PDF Print

Download the Complaints policy and form

Statement of intent

OzChild endeavours to offer services that are safe, fair, non-discriminatory and in accordance with its core values of treating people with dignity and respect. OzChild endorses the principle of empowering service users to participate in decisions that affect them. OzChild aims to adopt work practices and principles that reduce the likelihood of grievances, complaints or conflict arising. However OzChild also endorses the right of any individual or service user to express dissatisfaction, make a formal complaint, or appeal against any decision, without fear of reprisal and in the knowledge that a resolution in the interests of both parties will be actively pursued.

OzChild's objective is to have a formal and fair process in place which is understood by all staff and accessible to any service user. This is also one of the ways service users can provide feedback on how we can improve our performance and quality of service. Service users making a complaint will be dealt with sensitively, objectively, confidentially, promptly and in accordance with relevant legislation. There is no guarantee of a successful resolution of any issue or complaint: the policy and procedure exist as a guide and framework to the process.

Policy

  • Service users in all OzChild programs are to be provided with information about the process at point of service entry. This information must be provided as part of an ongoing process. The OzChild Service Standard and Responsibilities form highlights the process and must be given to all service users upon commencing with the service.
  • All OzChild employees are to be conversant with, and responsive to the complaints/appeal process.
  • Any OzChild employee receiving a complaint must inform the person making the complaint of their right to access the complaints process by providing them with the appropriate form outlining the process and their rights.
  • Staff are to take all reasonable steps to ensure that a service user is not adversely affected because he/she made a complaint, or one has been made on their behalf.
  • All discussions, decisions and courses of action are to be documented. Any complaint or suggestion shall be recorded and stored in a complaints file by the Program Manager. The date, persons involved, details of the complaint, date of resolution and outcome are to be recorded.
  • The procedures are to be implemented fairly and promptly.

Procedures

All new service users and their families will be provided with information about their right to complain and the complaints procedure at time of service entry. As Best Practice, staff should remind service users of this process on an ongoing basis i.e. in general discussion about progress in a service, or if an issue or suggestion arises.

In the first instance

If a service user raises a complaint the staff member will attempt to resolve the matter informally by discussion with the service user.

If there is no resolution, the service user is advised of their right to make a formal complaint and given a copy of the Complaints form outlining the procedures, in easy to read language. On this form the names and telephone numbers of the Program Team Leader and Manager must be supplied, so they may be contacted if necessary.

Where literacy and/or intellectual capacity is an issue, all necessary steps will be taken to ensure the information is delivered directly to the service user in a form that is able to be understood, or indirectly through their advocate. Where service users have a CALD or Aboriginal background every effort will be made to ensure that the complaints process is culturally appropriate and that interpreters and/or translators are made available if required.

If the service user is uncomfortable about raising the matter with the staff member concerned, he/she can speak to the program Team Leader or Manager directly. The person contacted will then take responsibility for arranging the first meeting.

As a guide, the timeframe for resolving a complaint is 15 working days (3 weeks). Of course, many complaints may be resolved more quickly, and more complex or detailed complaints may take longer than this timeframe.

If a formal complaint is then made, this process is to be implemented.