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Our complaints management system is intended to:
The complaint handling system is well publicised and transparent
There is no financial cost involved to making a complaint and the process for making a complaint and investigating it is easy for complainants to access and understand
Complaints are acknowledged promptly, addressed according to urgency, and the complainant is kept informed throughout the process.
Each complaint is managed in an objective and unbiased manner and dealt with on its merit. Complaint handlers afford procedural fairness to all parties to a complaint. This approach helps to ensure that the complaint handling process is fair and reasonable. Unreasonable complainants are not allowed to become a burden.
Personal information related to complaints is kept confidential. The organisation complies with all relevant privacy laws when managing a complaint.
Accountabilities for complaint handling are clearly established, and complaints and responses to them are documented, monitored and reported to management and other stakeholders.
There is an avenue for both internal and external review of a complaint outcome by people other than the original decision maker. Complainants are informed about these avenues.
All people making complaints and involved in the process are treated with respect and engaged in the process are far as practicable. The organisation can provide support for complainants in assisting them to make their complaint. The organisation will take reasonable steps to ensure that complainants are not adversely affected because of a complaint made by them or on their behalf. The organisation ensures that staff are property empowered to implement an effective complaints handling system
The organisation responds to and learns from complaints made as part of continual quality improvement.
 Consistent with the Australian standards on complaints handling in organisations (Guidelines for complaints handling in organisations (AS ISO 10002:2014)[A/NZ S5] and adapted from the Ombudsman Western Australia.