Complaints Management Policy

Purpose

To focus on service improvement, client satisfaction and be a fit for purpose organisation for
exceeding best practice.

• a complaint or dispute is made by an external body, regarding dissatisfaction by a user of a
  service, to the service
• a complainant is any person or organisation making a complaint
• if staff disputes and staff complaints (grievance) are made by an employee in regard to
  workplace-related issues (employment–related issues) they are to be addressed under
  GO136PO Staff Disputes & Complaints Policy

Lodging a complaint

A complaint can be made by an external body, client or representative by speaking to a member of
staff or manager of the service either face to face or by phone, by writing a letter or email, or by using
the contact up option on the organisational website. The Management of Complaints Procedure
provides full details of the process. We take these complaints seriously and will deal with them in line
with dates in the table below.
The organisation Management Committee Members, CEO and senior managers are committed to
handling complaints effectively and efficiently. This commitment is demonstrated through:

• the establishment, implementation and maintenance of a designated Complaints Policy and
  supporting documents
• A centralised complaints management system
• training of employees in treating all negative correspondence as a submission into the
  complaints system for action or identification
• ensuring that our complaints handling procedures are accessible to all service users and
  other external parties
• the support to ensure it is safe to provide constructive feedback, there will be no retribution,
  and concerns will be dealt with in a manner that is fair, accountable and transparent
• the implementation of management systems and reporting procedures to ensure timely and
  effective complaints handling and monitoring
• regular analysis of complaints received and the implementation of rectification action where
  there are id

What is a complaint?

The term ‘complaint’ is used to refer collectively to any inquiry, comment or dispute raised by a person
expressing dissatisfaction to particular circumstances or a situation related to our services. A person
includes, but is not limited to, applicants, service users, suppliers, employers (employment services),
and regulators. A person may be a natural person, an organisation, or a representative of an
organisation.
Internal complaints are not managed through this policy. They are managed through our HR136PO
Staff Disputes & Complaints Policy and HR96PO Workplace Bullying and Harassment Policy.
If the query relates to suggestions that we can improve our service delivery then it should be logged
as a complaint even though it may be considered more generally as constructive feedback.
GOV – COMPLAINTS MANAGEMENT POLICY (EXTERNAL)
QMS/PO/GOV V8 Approved: 01/2024 Review Due: 01/2026 Uncontrolled if Printed Page 2 of 3
Examples of dissatisfaction which will be managed through this policy include:

• poor quality services provided by an employee
• an allegation of discrimination or harassment
• poor behaviour by a contractor or sub-contractor (failing to clean up following maintenance)
• claims of poor or bad administration such as a loss of documents or misuse of information
• faulty maintenance work (where the failure to undertake maintenance work properly is the
  issue)
• a supplier complaining that their invoice has not been paid.

Examples of matters which are not considered to be complaints and will not be managed through this
policy include:

• a standard maintenance request (e.g. leaking tap, or phone repair)
• a complaint by one employee about the behaviour of another employee, refer to GO136PO
  Staff Disputes & Complaints Policy.
  It is the clients right to appeal an outcome if they believe that the complaint or request has not been
  dealt with to satisfaction. If this occurs the client will have the option to escalate within the organisation
  and/or to an external government advocacy agency.
  The information in the table below refers to the timelines we commit to in responding to complaints.

Actions for Complaints	Timelines for Action	Which Legislation/Standards
Enter into a Complaints System	Must be done within 2 business days	Applies to all processes
Advise customer/Acknowledgement	Immediate email/face to face, 5 business days with letter	Applies to all legislation
Investigate and Complete	20 business days for this process, including outcome	Applies to all legislation
More in-depth investigations	More than 20 days, but complainant must be advised	Applies to all processes