2.5 Complaints Management
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Last Modified:
04-May-2017
Review Date:
01-Jun-2019
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| Purpose |
To guide residential care staff in responding effectively to formal complaints from children, parents, extended family, neighbours and members of the community. |
| Practice Requirements |
- Residential care staff must be open and responsive to receiving any complaints from children, parents, extended family, neighbours and members of the community.
- Residential care staff must make every effort to respond to complaints at a local level.
- Any residential care staff may receive a complaint, verbally or in writing. This must be recorded in the Log Book and/or Neighbours Complaint Book and the manager of the residential care home must be notified.
- All residential care staff have a social responsibility for addressing complaints appropriately and in a timely manner.
- Residential care staff must refer to the Department’s overarching Complaints Management – Policy and Procedures.
- Where complaints relate to staff conduct, they must be referred to the home’s manager and may be referred to the Integrity Services Unit and Workplace Management and Governance Unit.
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Procedures- Complaint Procedures
- The three-tiered complaints process
Complaint ProceduresA complaint is defined as a formal expression of dissatisfaction with any aspect of the Department’s operations. Complaints may be made about any service offered by the Department or any aspect of the Department’s operation. Conversely, complaints may be made about a lack of service which could reasonably be expected of the Department. Residential care staff should follow the procedures when complaints are made by: A child - All complaints must be logged, recorded and managed appropriately.
- Residential care staff must advise the manager.
- If the child is unsatisfied with the outcome, the residential care staff should assist the child to progress their complaint to their case manager or the Advocate for Children and Young People in Care.
Parents or family members - All complaints must be logged, recorded and managed appropriately.
- Residential care staff must advise the manager.
- If the manager is unable to manage the complaint at a local level they should refer this onto the child’s case manager.
Community and neighbours - All complaints must be logged, recorded and managed appropriately.
- Residential care staff must advise the manager.
- Complaints should be managed at a local level.
- The home’s manager should inform the Assistant Director of any serious complaints and advise on the situation.
- All residential care staff are responsible for ensuring that the person who makes the compliant is advised of, and understands the complaint process, and assisted to make a complaint.
- If there are any serious after-hours complaints residential care staff should follow the local on call procedures.
If there is a risk of a complaint becoming a contentious issue the manager must advise his or her line manager (the Assistant Director or Director, Residential Care). In country, managers should advise their district line manager and the Director, Residential care. The three-tiered complaints processThe Department has a three-tiered complaints process (refer to Casework Practice Manual entry Complaints management).
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