Access Arts Inc. defines a Member as any person who has filled out a membership form and paid the appropriate fee to join the organisation.
1. Definitions
A ‘complaint’ is an expression of displeasure, dissatisfaction or resentment.
For the purposes of the complaints process the ‘complainant’ is the person lodging the complaint.
There is an Australian Standard for complaints handling: ISO 10002/2006
For the purposes of the process, there are three categories of complaints:
1.1 “Informal Complaints”
These are expressions of dissatisfaction that may be seen to be minor in nature. It is assumed that the complainant would have first approached the point of service, i.e. dealt with at individual Staff level.
However, if there is still dissatisfaction, a user of the organisation’s service or their representative (advocate) may bring complaints to the Executive Officer at any time.
Informal complaints (minor) may be received in person or by telephone. All verbal or telephone complaints should be resolved at the source (at organisation level) immediately. Any informal complaint must be recorded in the feedback register.
1.2 “Complaints”
These include all written or verbal complaints that cannot be dealt with as informal complaints.
1.3 “Statutory Reportable Complaints”
These complaints are covered by statutory reporting obligations and involve allegations of assault and abuse. Mandatory reporting requirements of sexual and physical assault must be followed in these instances (please refer to the Abuse, Neglect and Exploitation Policy and Procedure).
Other organisations responsible for handling reportable complaints may include regulatory bodies for the various professions, the Australian Human Rights Commission, the Commission for Children and Young People, Disability Services Queensland and the Ombudsman.
1.4 “Anonymous Complaints”
On occasion, a request is made for a complaint to be kept anonymous or confidential. This makes it extremely difficult to resolve. It is important that any passing of information from one body to another receives the permission of the complainant.
The Executive Officer will determine whether an anonymous complaint will be investigated dependant upon
- the seriousness of the complaint
- there being sufficient information to enable an investigation to be conducted; or
- there being a statutory requirement for identification of the complainant.
Complaints that are signed will be treated more seriously than anonymous ones.
1.5 “Confidentiality of Complaints”
As far as possible, the fact that a complaint has been lodged, and the details of that complaint, should be kept confidential amongst staff/volunteers directly concerned with its resolution. The complainant’s permission should be obtained prior to any information being given to other parties, which it may be desirable to involve, in order to satisfactorily resolve the complaint.
2. Policy
All people involved with Access Arts Inc have the right to be heard on issues of concern, and Access Arts Inc undertakes to address all concerns and complaints made about the service, Staff members or Committee members, and to work towards an outcome satisfactory to all parties. They should be able to complain without fear of retribution or discrimination. All complaints, whether informal or formal, written or verbal, should be received and handled promptly and in the spirit of co-operation; confidentiality should be maintained. Where possible all complaints should be followed to resolution in order to prevent reoccurrence.
Ideally complaints should be resolved at the point of service.
3. Members’ Rights
Members have the right to:
- Have grievances pursued confidentially, objectively and with an aim toward permanent resolution and elimination of the chance of repetition wherever possible
- Be told what avenues are open to them to resolve grievances
- Have a friend/advocate support them
3.1 “Members’ Responsibilities”
To promote a good working relationship between members and service providers, it is recommended that members:
- Make their complaints in writing as soon as possible while the facts are still fresh
- Make their complaints clear; try to summarise the complaints in a couple of sentences. If detail is necessary, set out the order of occurrence with dates and description of incidents, phone calls, letters or meetings. Document everything and always try to get names and positions of persons
- Maintain consideration of the needs and rights of other members
- Respect the right of staff to a safe and courteous work environment
- Understand that their exact words may be repeated to the person(s) they are complaining about and that they should be careful about what they say and what they wish to achieve, bearing in mind the laws of defamation
4. Scope
All members and volunteers of Access Arts have a right to have their concerns about service delivery, care and treatment or other issues, heard and addressed. Complainants should, in the first instance, be encouraged to voice their concern, or complaint, at the point of service. They also have a right to receive information about progress and improvements in service delivery upon request.
The member complaints process is an avenue for encouraging members, relatives/carers and volunteers to express concerns and offer views about different aspects of service delivery and organisation management. In this way the complaints process contributes to quality improvement and risk management throughout the organisation.
Members have a right to complain about the service they are receiving without fear of retribution or discrimination and can expect complaints to be dealt with promptly and confidentially.
Volunteers have a right to complain about the way Access Arts’ programs are managed/delivered and how the organisation is managed, without fear of retribution, and can expect complaints to be dealt with promptly and confidentially.
Person/s affected by the complaint should be fully informed of all facts and given the opportunity to put their case forward.
Access Arts staff/volunteers will receive training in the complaints procedure as well as resolving complaints and disputes.
5.1 Any staff/volunteer approached with a request to lodge a complaint must advise the complainant of the methods and resources available. There is no need to record the enquiry. A record is only made when the complaint is lodged regardless of how minor the complaint may be.
5.2 Upon receipt of a complaint, either verbal or written, the staff/volunteer receiving the complaint must ensure that the complaint is registered. A “Complaints Form” must also be filled out.
5.3 Upon receipt of a written complaint, the Staff member shall forward a letter of acknowledgement to the complainant, within 5 days.
5.4 The letter of acknowledgement will confirm receipt of the complaint and provide details as to how the complainant should proceed.
NB This should indicate that ‘ideally’ resolution should be sought at point of service.
5.5 The Staff member investigating the complaint will act fairly and without bias to determine what, if any, remedial action will be taken. It must be ensured that all details of the investigation (and remedial action taken or offered to the complainant) and the subsequent response are recorded, and linked, to the original complaint records.
5.6 The above process should be completed within thirty (30) days of the issue first being raised; the provision of services shall continue as normal. If the matter is still not resolved it may be taken up with the Management Committee at Executive level.
5.7 The above procedure is not intended to preclude access by either party to any public/members advocacy services.
Complies with Queensland Disability Service Standards: 3, 4, 7, 9
Update Responsibility: Emma Bennison
Date of last update: 17/07/2010