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Policy 12.2 – NRC Complaints Policy

 

POLICY TITLE:                  NRC & MEN’S OUTING PROGRAM

COMPLAINTS POLICY

 

POLICY NUMBER:                                    12.2

 

 

POLICY STATEMENT:

The Northern Respite Care and Men’s Outing Program are committed to resolving issues and conflicts involving carers, care recipients, volunteers and staff in a positive and sensitive manner

 

EXPECTED OUTCOMES:

4 Carers, care recipients, volunteers and staff shall be encouraged to and feel safe about raising

     concerns in relation to the service(s) being provided

4 A clear and transparent process for dealing with complaints shall be established

4 Complainants shall have a choice of using either an ‘internal’ or an ‘external’ process to have 

     their complaints resolved

4 Complaints will be dealt with in a fair, prompt and confidential manner without the

     discontinuation of the service

 

DEFINITION OF COMPLAINT:

A complaint is defined as any experience where a person is dissatisfied with any aspect of the services being provided by the Northern Respite Care or Men’s Outing Program

 

PROCEDURES (To implement Policy)

Carers, care recipients, staff and volunteers shall have a choice of using either the ‘internal’ or ‘external’ complaint process outlined below and shall be encouraged to use an advocate of their choice. As a part of this process, information shall be provided to the complainant that they can choose to have their complaint dealt with externally, using an independent advocate.

 

INTERNAL COMPLAINTS PROCEDURE OVERVIEW