Complaint Procedure The following procedure applies and will be communicated to staff and clients:
Purpose: To have a fair policy and set of procedures for situations where complaints cannot be resolved between the parties themselves.
Procedures: The grievance procedure will be exercised in a way that will ensure any person/organisation complaining has the opportunity to be heard and treated fairly, and that the complaint will remain confidential to the parties involved. All concerns and complaints will investigated in a confidential, clear, professional and timely manner.
All complaints should provide the following information:
all facts describing the alleged event, issue or matter;
the name of each person involved;
dates, times and locations;
facts relevant to urgency; and
documentation, witnesses or other supporting evidence; and
contact details of the person making the allegation.
The following procedure will be adhered to:
1. Complaints may be either verbal or in writing (on TYMS Complaint Form), addressed to the General Manager. 2. Complaint is acknowledged in writing within 5 working days of receipt, unless it has been resolved within that period. 3. Within 10 working days of giving written acknowledgement, the service makes a decision whether to accept that the complaint is justified or not. 4. If more time is needed to investigate the complaint, the service will inform the complainant of the additional time and the reasons for this extra time. 5. When investigation is completed, the service informs the service user of its decision and any other action that the service proposes to take.
