Delcraft Solutions

Client Complaints & Grievances

Policy
The organisation is committed to handling and resolving your complaints in a confidential, fair and timely manner.

Procedure

Types of complaints:

There are many factors that influence your decision to make a complaint. There is also a range in the types of complaints that can be made. Examples of factors and types of complaints include:

• service delivery complaints
• dissatisfaction with service provision
• accuracy and timeliness of information
• communication breakdown
• cultural issues
• stress and fatigue
• incidents of conflict
• inappropriate behaviour of staff and volunteers
• poor maintenance of equipment
• client abuse, harassment, discrimination and neglect
• breach in your confidentiality

Governance complaints:

• financial mismanagement
• fraud
• procedures followed not in accordance with the organisation’s constitution or organisational policies
  

Complaints of potentially criminal nature:

If the complaint has criminal implications, such as fraud or abuse, then the Police should be notified immediately.

Methods of complaint
There are two ways you may chose to make a complaint to the organisation:

• verbal – face to face or by phone
• written – formal letter, e-mail or fax

Anonymous complaints
Some clients may wish to remain anonymous in making their complaint. This should be respected and the complaint investigated.

Responding to complaints
We aim to handle and resolve every complaint immediately, wherever possible, using the following process:

Verbal complaints
Our employees will:

• listen carefully and respond to the you in a polite and respectful manner
• clarify your understanding of the complaint and ask you how you would like the complaint resolved. Wherever possible, we will try to resolve the complaint at the time
• if the circumstances do not allow the complaint to be resolved immediately, we will direct the complaint to the Manager
• if the Manager is unavailable, the complaint will be directed to the staff member with the most appropriate skills to handle the matter
• if you wish only to speak with the Manager, arrange a meeting with the Manager at a time that is mutually convenient
• advise you that you may submit the complaint in writing
  

Written complaints
All complaints of a serious nature, e.g. corruption, fraud, harassment, etc. should be submitted in writing and referred to the Manager for investigation.

If the complaint involves the Manager or you feel that the Manager is not the appropriate person to handle the
complaint, refer the matter to a company director.

Upon receiving a written complaint, the Manager or Management should aim to provide a response within ten (10) working days.

The response may include the following:

• confirmation that the complaint has been received and the matter is being investigated
• an understanding of the complaint
• suggested actions for resolving the complaint
• complaint process, including the estimated timeframe for resolution
• your satisfaction and right to appeal
  contact name and number

Appeals and seeking outside assistance
If the complaint involves the Manager, the matter can be referred to the Management Committee. If the complaint cannot be resolved internally, an option could be to seek advice from the Citizens Advice Bureau.
If the complaint still cannot be resolved, you should be informed that you have the right to seek redress in a small claims court.

 

    Driving your business!

Home | About Us | Services| News| Links | Contact