The following complaint model and procedure is based on the Complaint Handling by
Charities and Not-for-Profit available at communitycouncil.com.au and the guidelines
for internal complaint processes by the Australian Human Rights Commission.
GUIDING PRINCIPLES
Fair
This means that both the person complaining (the complainant) and the person
being complained about (the respondent) should have the opportunity to present
their version of events, provide supporting information and respond to any potential
negative decisions. In addition, the person investigating and/or making decisions
about the complaint should be impartial; that is, he or she should not favour the
complainant or the respondent or prejudge the complaint in any way.
We will ensure that the person handling a complaint is different from any member
whose conduct or service is being complained about.
Conflicts of interest, whether actual or perceived, will be managed responsibly
Confidential
This means that information about a complaint is only provided to those people who
need to know about it, in order for the complaint to be actioned properly. We will
protect the identity of people making complaints where this is practical and
appropriate. Complainants should address their concerns to the President and
Secretary of Impress, and mark their correspondence as ‘Confidential’ if desired.
Transparent
The complaint process and the possible outcomes of the complaint should be clearly
explained and those involved should be kept informed of the progress of the
complaint and the reasons for any decisions.
Accessible
The complaint process should be easy to access and understand, and everyone
should be able to participate equally.
Responsiveness
We will promptly acknowledge receipt of complaints.
We will assess and prioritise complaints in accordance with the urgency and/or
seriousness of the issues raised. If a matter concerns an immediate risk to safety or
security the response will be immediate and will be escalated appropriately.
We are committed to managing people’s expectations, and will inform them as soon
as possible, of the following:
- the complaints process
- the expected time frames for our actions
- the progress of the complaint and reasons for any delay
- their likely involvement in the process, and
- the possible or likely outcome of their complaint.
We will advise people as soon as possible when we are unable to deal with any part
of their complaint and provide advice about where such issues and/or complaints
may be directed (if known and appropriate).
We will also advise people as soon as possible when we are unable to meet our time
frames for responding to their complaint and the reason for our delay.
Flexibility
Impress Printmakers is empowered to resolve complaints promptly and with as little
formality as possible. We will adopt flexible approaches to service delivery and
problem solving to enhance accessibility for people making complaints.
We will assess each complaint on its merits and involve people making complaints in
the process as far as possible.
MODEL PROCEDURE
1- Receive
Unless the complaint has been resolved at the outset, we will record the complaint
and its supporting information.
The record of the complaint will document:
- Contact information of the person making a complaint and the date received
- Issues raised by the person making a complaint and the outcome/s they want
- Any other relevant information
- Any additional support the person making a complaint requires.
2- Acknowledge
We will acknowledge receipt of each complaint within a reasonable time. When
appropriate we may offer an explanation or apology.
Consideration will be given to the most appropriate medium (e.g. email, letter) for
communicating with the person making a complaint.
3- Assess and investigate
3.1- Initial assessment
After acknowledging receipt of the complaint, we will confirm whether the issue/s
raised in the complaint is/are within our control. We will also consider the outcome/s
sought by the person making a complaint and, where there is more than one issue
raised, determine whether each issue needs to be separately addressed. When
determining how a complaint will be managed, we will consider:
- How serious, complicated, or urgent the complaint is
- Whether the complaint raises concerns about people’s health and safety
- How the person making the complaint is being affected
- The risks involved if resolution of the complaint is delayed.
3.2- Investigating the complaint
After assessing the complaint, we will consider how to manage it. We may:
- Give the person making a complaint information or an explanation
- Gather information about the issue, person or area that the complaint is about, or
- Investigate the claims made in the complaint.
We will keep the person making the complaint up-to-date on our progress,
particularly if there are any delays. We will also communicate the outcome of the
complaint using the most appropriate medium.
Which actions we decide to take will be tailored to each case.
4- Determine outcome and provide reasons for decision
Following consideration of the complaint and any investigation into the issues raised,
we will contact the person making the complaint and advise them:
- The outcome of the complaint and any action we took
- The reason/s for our decision
- The remedy or resolution/s that we have proposed or put in place, and
- Any options for review that may be available to the complainant, such as an
internal review, external review or appeal.
5- Close the complaint: document
5.1- Document
We will keep records about:
- How we managed the complaint
- The outcome/s of the complaint (including whether it or any aspect of it was
substantiated, any recommendations made to address problems identified and any
decisions made on those recommendations), and
- Any outstanding actions to be followed up, including analysing any underlying or
root causes.
Charities and Not-for-Profit available at communitycouncil.com.au and the guidelines
for internal complaint processes by the Australian Human Rights Commission.
GUIDING PRINCIPLES
Fair
This means that both the person complaining (the complainant) and the person
being complained about (the respondent) should have the opportunity to present
their version of events, provide supporting information and respond to any potential
negative decisions. In addition, the person investigating and/or making decisions
about the complaint should be impartial; that is, he or she should not favour the
complainant or the respondent or prejudge the complaint in any way.
We will ensure that the person handling a complaint is different from any member
whose conduct or service is being complained about.
Conflicts of interest, whether actual or perceived, will be managed responsibly
Confidential
This means that information about a complaint is only provided to those people who
need to know about it, in order for the complaint to be actioned properly. We will
protect the identity of people making complaints where this is practical and
appropriate. Complainants should address their concerns to the President and
Secretary of Impress, and mark their correspondence as ‘Confidential’ if desired.
Transparent
The complaint process and the possible outcomes of the complaint should be clearly
explained and those involved should be kept informed of the progress of the
complaint and the reasons for any decisions.
Accessible
The complaint process should be easy to access and understand, and everyone
should be able to participate equally.
Responsiveness
We will promptly acknowledge receipt of complaints.
We will assess and prioritise complaints in accordance with the urgency and/or
seriousness of the issues raised. If a matter concerns an immediate risk to safety or
security the response will be immediate and will be escalated appropriately.
We are committed to managing people’s expectations, and will inform them as soon
as possible, of the following:
- the complaints process
- the expected time frames for our actions
- the progress of the complaint and reasons for any delay
- their likely involvement in the process, and
- the possible or likely outcome of their complaint.
We will advise people as soon as possible when we are unable to deal with any part
of their complaint and provide advice about where such issues and/or complaints
may be directed (if known and appropriate).
We will also advise people as soon as possible when we are unable to meet our time
frames for responding to their complaint and the reason for our delay.
Flexibility
Impress Printmakers is empowered to resolve complaints promptly and with as little
formality as possible. We will adopt flexible approaches to service delivery and
problem solving to enhance accessibility for people making complaints.
We will assess each complaint on its merits and involve people making complaints in
the process as far as possible.
MODEL PROCEDURE
1- Receive
Unless the complaint has been resolved at the outset, we will record the complaint
and its supporting information.
The record of the complaint will document:
- Contact information of the person making a complaint and the date received
- Issues raised by the person making a complaint and the outcome/s they want
- Any other relevant information
- Any additional support the person making a complaint requires.
2- Acknowledge
We will acknowledge receipt of each complaint within a reasonable time. When
appropriate we may offer an explanation or apology.
Consideration will be given to the most appropriate medium (e.g. email, letter) for
communicating with the person making a complaint.
3- Assess and investigate
3.1- Initial assessment
After acknowledging receipt of the complaint, we will confirm whether the issue/s
raised in the complaint is/are within our control. We will also consider the outcome/s
sought by the person making a complaint and, where there is more than one issue
raised, determine whether each issue needs to be separately addressed. When
determining how a complaint will be managed, we will consider:
- How serious, complicated, or urgent the complaint is
- Whether the complaint raises concerns about people’s health and safety
- How the person making the complaint is being affected
- The risks involved if resolution of the complaint is delayed.
3.2- Investigating the complaint
After assessing the complaint, we will consider how to manage it. We may:
- Give the person making a complaint information or an explanation
- Gather information about the issue, person or area that the complaint is about, or
- Investigate the claims made in the complaint.
We will keep the person making the complaint up-to-date on our progress,
particularly if there are any delays. We will also communicate the outcome of the
complaint using the most appropriate medium.
Which actions we decide to take will be tailored to each case.
4- Determine outcome and provide reasons for decision
Following consideration of the complaint and any investigation into the issues raised,
we will contact the person making the complaint and advise them:
- The outcome of the complaint and any action we took
- The reason/s for our decision
- The remedy or resolution/s that we have proposed or put in place, and
- Any options for review that may be available to the complainant, such as an
internal review, external review or appeal.
5- Close the complaint: document
5.1- Document
We will keep records about:
- How we managed the complaint
- The outcome/s of the complaint (including whether it or any aspect of it was
substantiated, any recommendations made to address problems identified and any
decisions made on those recommendations), and
- Any outstanding actions to be followed up, including analysing any underlying or
root causes.