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STEP
Overview
Grievance or
complaint
raised
STEP
Complaint is
logged and
assigned
STEP
Notification
STEP
Assignee
response
The Assignee: Should aim to make contact with the complainant within 24
hours up to a maximum of 48 hours of being assigned, to clarify the details
of the complaint.
The Assignee will resolve the issue immediately if possible.
If they are unable to resolve the issue and need to investigate, the Assignee
will inform CIT than an unsubstantiated incident has occurred and is being
POLICY OWNER
DATE PUBLISHED
31/10/2013
DOCUMENT VERSION
CONTENT OWNER
V2.0
18/11/2015
Ensure you are using the latest version of this policy. You can find it at
http://policies.goodstart.org.au/PoliciesandProcedures/NQS6%20Family%20Complaint%20PROCEDURE.doc
Warning uncontrolled when printed. This document is current at the time of printing and may be subject to change without notice.
Next
steps
investigated.
The Assignee will log this response and the referral to CIT into the Customer
Service Query Database.
The Assignee: Will investigate the alleged incident with the person whose
actions have given rise to the complaint to substantiate that the incident
happened, address what went wrong and ensure that it is does not happen
again.
STEP
Investigate
and address
STEP
Contact
complainant
STEP
Deactivation
Click the Edit button to add your investigation findings and final outcome to
the Follow up Information section
Enter your full name in the Deactivated By field.
Enter the Deactivated Date.
Click Save.
An exception report of unresolved complaints will be provided to State
Managers weekly by the Family Support Team.
An analysis report of complaint types will be provided to State Managers
and the Executive Committee monthly by the Family Support Team.
STEP
Resolution
Family: Any concerns not addressed in accordance with this procedure can
be discussed with the State Regulatory Authorities.
POLICY OWNER
DATE PUBLISHED
31/10/2013
DOCUMENT VERSION
CONTENT OWNER
V2.0
18/11/2015
Ensure you are using the latest version of this policy. You can find it at
http://policies.goodstart.org.au/PoliciesandProcedures/NQS6%20Family%20Complaint%20PROCEDURE.doc
Warning uncontrolled when printed. This document is current at the time of printing and may be subject to change without notice.
02 6207 1114
Northern Territory
08 8999 3561
Queensland
South Australia
Tasmania
Victoria
Western Australia
08 6210 3333
Responsibilities
This procedure is to be implemented by: All Staff.
Content owners: Sara Parrot, General Manager, Strategic Communications.
POLICY OWNER
DATE PUBLISHED
31/10/2013
DOCUMENT VERSION
CONTENT OWNER
V2.0
18/11/2015
Ensure you are using the latest version of this policy. You can find it at
http://policies.goodstart.org.au/PoliciesandProcedures/NQS6%20Family%20Complaint%20PROCEDURE.doc
Warning uncontrolled when printed. This document is current at the time of printing and may be subject to change without notice.