1.
To ensure a clear,
just & equitable process to address complaints and grievances in a
professional, effective, prompt, and
satisfactory manner for the complainant and Australian Care Providers Pty
Ltd
2.
To ensure a high quality of service provision
is continued.
To provide a clear process for complaints and grievances
from:
·
Clients concerning
the service or its workers
·
Workers concerning
co-workers
·
Other services or
agencies concerning the service or its workers
Clients have a right to complain about the service they
are receiving without fear of retribution and can expect complaints to be dealt
with promptly. All clients should be
made aware of their right to complain, and should fully understand the
complaints procedure.
Australian Care Provider Pty Ltd
encourages and welcomes information and feedback from clients, which will
enable it to improve the quality of our services.
Intake personnel should make
sure that clients feel comfortable in continuing to access its services any
time after making a complaint.
Information on the complaints
procedure of AUSTRALIAN CARE PROVIDERS PTY LTD is to be included in the Client/Carer Handbook – SD 6 and presented to, and explained to, clients at the time
of assessment.
The client has the right to
use an advocate of their choice to negotiate on their behalf with the staff and/or
management of AUSTRALIAN CARE PROVIDERS PTY LTD. This may be a family member or friend, or an
Advocacy Agency of their choosing.
All complaints are to be
recorded on the ‘Client & Carer Feedback Form – SD4’, which is to be
completed by the Manager or there appointed representative. A copy of the Complaints Form is included
below.
Any other person/s affected by the complaint (eg staff member) should be fully informed of all facts and
given the opportunity to put their case.
The right of the client to
access the complaint and grievance procedure is paramount.
1.
A client who wishes
to make a formal complaint should be requested to do so in writing (stating the
date on it). An advocate or representative can do this if the client is unable
to do so. This form, once received, must be acted upon within 24 hours.
2.
If the client making
the complaint would like to remain anonymous they may do so. However, if the
complaint needs a close investigation, being anonymous may hinder the
outcome.
3.
A Co-ordinator will
interview the complainant so that they are fully understood, and to obtain
suggestions for a satisfactory outcome. The complainant may have a support
person, advocate or interpreter present.
4.
The same
Co-ordinator will interview the worker who is the subject of the complainant or
grievance to provide an opportunity to explain the situation and to obtain
suggestions for a satisfactory outcome.
The worker may have a support person with them.
5.
From the information
given at the two interviews the co-ordinator will determine the appropriate
action. This may include:
a)
Offer the worker
further specific training or supervision if required.
b)
Offer to arrange an
independent mediator to meet with both parties to resolve concerns.
c)
Inform the
complainant that the worker was working within the limitations of the service
and acted appropriately.
d)
Inform the person
who is subject of the complaint or grievance that he/she has acted unprofessionally
and that they will be required to modify their work practices. If a breach of
the code of conduct has occurred the
staff member will need to show cause, why their employment shall not be
terminated. Some breaches will result in instant dismissal.
6.
The client should be
informed of the outcome of their complaint and asked for their feedback on the
complaints procedure.
7.
If the client is not
satisfied with the outcome, or not happy to discuss the issue with the
Coordinator, they should contact the Manager.
8.
If after approaching
the above people, the issue is still not resolved, the client can then complain
to the relevant funding agency.
Download the “Client & Carer Feedback Form – SD4”
Download the “Complaints Form”