COMPLAINTS Section 2 – Policy 6 Date of Issue: January 2013 Date of Review: January 2015
Policy Statement BINSA will inform people who use the service about their rights to raise complaints about BINSA via the “Short Guide to the Policies of the Brain Injury Network Of South Australia Inc” brochure included in the information pack given to all new clients. No person will be disadvantaged by raising a complaint. In all complaints matters the principles of natural justice will be followed. A complaint can be lodged about any action by BINSA when (a) the person disagrees with the action (b) the person considers the service could be improved. The following are examples which may be considered grounds for complaint:
Disagreement about a decision on eligibility or priority of access
Poor quality service
Unfair treatment because of age, gender, ethnicity, religious beliefs or disability
Sexual harassment e.g. inappropriate touching, sexual advances or language
Releasing confidential information without consent.
Information on the following complaints process is available to all service users, through the “Short Guide to Policies of BINSA” given to all new consumers. It is accessible to all consumers and is written in plain language. Related Documents & Information Equal Opportunities Commission SA (2006): Fact Sheet Victimisation and Whistleblowing BINSA Access Policy BINSA Advocacy Policy BINSA Code of Ethics, Conduct and Conflict of Interest Policy All BINSA Client Policies Relevant Legislation / Standards Code of Conduct for Disability Services Workers Compliance with National Disability Standards Commonwealth Racial Discrimination Act 1975 Commonwealth Sex Discrimination Act 1984 Commonwealth Human Rights and Equal Opportunity Commission Act 1986 Commonwealth Equal Opportunity for Women in the Workplace Act 1999 Commonwealth Age Discrimination Act 2004 South Australian Equal Opportunity Act 1984 South Australian Racial Vilification Act 1996 Authorised by: Chairperson: Joanna Andrew.........................................................
Date: 31/1/2013............
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