COMPLAINTS Section 2 – Procedure 6 Date of Issue: January 2013 Date of Review: January 2015
How to Make a Complaint Refer to the “Short Guide to the Policies of the Brain Injury Network of South Australia Inc”. Complaints will be analysed to identify and fix systemic and recurring problems. See Form No. 14 Complaints Data Collection. Complaints Investigation Where a complaint requires investigation: •
A designated person will coordinate the process
•
Information is gathered in a fair, objective and confidential manner focusing on facts and in accordance with the principles of natural justice
•
Recommendations on corrective actions and appropriate responses to the complainant are recorded
•
If there is any evidence of employee breach of duty or misconduct, performance management and/or disciplinary procedures are followed
•
Confidentiality procedures, guidelines and regulations should be followed, as stated in the BINSA Privacy& Confidentiality Policy (BINSA Client Policy Section 2 No 2).
Complaints Ethics BINSA will ensure that any client, family member or advocate may make a complaint or raise a concern knowing that the voicing of a complaint shall in no way affect the provision of support services unless so directed by the client, their family/advocate. BINSA recognises the need to be fair to both the complainant and the organisation or person against whom the complaint is made. Complaints Process A complaint can be withdrawn at any time by the client/participant, their family/advocate. The right to a support person/advocate is extended to all parties concerned. A client, family member/advocate with a complaint has the right to seek independent legal advice and services at any time. The points of view of all parties concerned will be respected at all times. A client, family member/advocate has the right to give notification of a concern but to request no action. All persons have the right to use external agencies, some of these are: •
Disability Complaints Service
•
Equal Opportunity Commission
•
Disability SA
•
Office of the Public Advocate
•
State Ombudsman
Page 1 of 8
•
Family Advocacy
•
The South Australia Police
Contact details for the agencies listed above are at the end of this policy. People are free to raise their complaint in person, in writing, by telephone, facsimile, or email through an advocate, or by any other means that they are comfortable with.
Agencies that may assist with your complaint: Disability Advocacy and Complaints Service 470 Marion Road, Plympton Park Tel: 8297 3500 TTY: 8297 4144 Toll Free for country callers: 1800 088 325
Equal Opportunity Commission Level 10, 30 Currie Street, Adelaide SA 5000 Tel: 8207 1977 TTY: 8207 1911 Toll Free for country callers: 1800 188 163
Complaints Resolution & Referral Service Department of Family and Community Services PO Box 7576, Canberra ACT 2610 Tel: 1800 880 052 TTY: 1800 301 130
Office of the Public Advocate 85 North East Road Collinswood SA 5081 Telephone: 08 83421988
Facsimile: 08 8342 8250
Parent Advocacy Inc Central Office (Northern, Southern and Western) 5 Ninth Street Bowden Telephone: 83669298 Email: faicentral@familyadvocacy.org.au
Page 2 of 8
Ombudsman SA Level 5 East Wing 50 Grenfell Street Adelaide SA 5000 Tel: 8226 8699 Toll free for country callers: 1800 182 150
Office of the Employee Ombudsman State Administration Centre 200 Victoria Square, Adelaide SA 5000 Tel: 08 8207 1970 Email: oeo@sa.gov.au
Page 3 of 8
Attachments A
Client Complaints Management Flowchart
B
Complaint and Disputes Record Form 13
C
Complaints Data Collection Form 14
Page 4 of 8
Attachment A - Client Complaints Management Flowchart Person makes complaint
Discuss issues with staff member. Their Advocate may be present.
Issue not resolved. Issue referred to manager of Program. Client Advocate may be involved.
Issue not resolved. Issue referred to Executive Officer. Client Advocate involved.
Issue not resolved. Issue referred to Chairperson of the Management Committee. Client Advocate and Executive Officer involved.
Issue resolved
Issue resolved
Issue resolved
Issue resolved
Issue not resolved. Issue taken to Industrial Relations Commission.
Monitor and review to ensure on-going consumer satisfaction and on-going staff performance.
Page 5 of 8
Attachment B -
Complaint and Disputes Record Form 13
Name of Person Making Complaint: ________________________________________________
Contact Details: ________________________________________________________________
Name of Person to Whom Complaint was made: ______________________________________
_____________________________________________________________________________
_____________________________________________________________________________
Date: ________________________________________________________________________
Nature of Complaint: _____________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________
Signature complainant/family member: ______________________________________________
Signature of person completing form: _______________________________________________
Date: ________________________________________________________________________
Page 6 of 8
Attachment C - Complaints Data Collection Form 14 Name of Complainant: ___________________________
Date: _____________________
Summary of Complaint (e.g. staff, service etc): Details of Response (e.g. time taken, action etc): Details of Resolution: __________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ If not resolved what further action has been taken? ___________________________________ ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ Who is responsible to take action? ________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ By what date? ________________________________________________________________ Additional comments: __________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________
Signature of complainant/family member:
Signature of person completing form:
__________________________________________
____________________________________________
Date: _______________________________________________________________________
Page 7 of 8
RELEVANT LINKS •
Standard Operating procedures (SOPs) – N/A
•
Operational Instructions (OI) – N/A
•
Forms (F)
Form 13 Complaints Form ..\..\..\..\Policies & procedures\Forms\Form 13 - Complaints Form.doc
Form 14 Complaints Data Collection ..\..\..\..\Policies & procedures\Forms\Form 14 - Complaints Data Collection.doc
Page 8 of 8