Elements and Performance Criteria
- Assess internal complaints procedure
- Ensure complaints procedures are communicated to staff and members/clients
- Documentation of complaints procedures is made available to staff and or members/clients
- Staff and members/clients are informed of internal complaints procedure
- Staff and members/clients are informed of external complaints procedure
- All member/client complaints are referred to the internal complaints procedure
- Monitor and support the internal complaints procedure
- Documentation of complaints is reviewed for accuracy and completion
- Follow-up is initiated when further information or documentation is required
- Staff and/or member/client is communicated with as necessary to ensure procedure is correctly documented
- Staff and/or member/client is communicated with as necessary to ensure procedure is understood
- Conflict resolution methods are used to resolve complex complaints and/or situations when possible or referral is made to appropriate personnel
- Staff and/or clients/members are supported through complaints procedures
- Training of staff is undertaken as required to ensure complaints are handled in accordance with organisation objectives
- Supervise management of unresolved disputes
- Outcomes from internal complaints procedure are reviewed and investigated if required
- Unresolved complaints or disputes are identified and processed according to organisation guidelines
- Complainants are informed of SCT or any other external dispute body's procedure and provided with information for pursuing formal procedures
- Complaints documentation is checked for completion and prepared for submission to external dispute bodies as required
- Documentation and representation for external proceedings are provided as required
- Ensure compliance of complaints procedures
- Ensure compliance with SCT decision